Job Description

The Help Desk Support Technician is a highly organized self-starter with excellent attention to detail who supports HireVue’s help desk needs, creating an effective and efficient workforce that supports the needs of our internal team members. Reporting to the Director, Information Technology, the Help Desk Support Technician is responsible for working the inbound Help Desk queue and meeting Help Desk SLA commitments, account access provisioning and deprovisioning, execution and ongoing support and troubleshooting of information technology (physical and virtual) within the organization, following written policies and procedures, and maintaining a positive customer satisfaction score with ticket troubleshooting & resolutions. To perform this job successfully, an individual must have the knowledge, skills, and abilities identified below and perform each essential duty and responsibility satisfactorily, either with or without reasonable accommodation. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Essential Duties and Responsibilities

• Support end users of all technical proficiencies while striving to provide an excellent service experience

• Shuffle incident queue and hardware asset configuration priorities, communicate effectively, and manage expectations during stressful situations

• Assist with software usage, licensing, and maintenance

• Provision and deprovision employee accounts and physical equipment proficiently and accurately (as directed by policy)

• Take ownership of the incident queue - carry out problem analysis and implement temporary and permanent fixes to minimize end user downtime. Escalate incidents to other support teams when necessary and track the problem through escalation to solution for the end user.

• Follow written policies and procedures while carrying out Help Desk incident support

• Diagnose and resolve software and hardware incidents across Mac, Windows, mobile devices, in office conference room hardware, and a range of software applications

• Identify and report on trends in the incident queue (recurring tickets, surge of tickets at certain times, etc)

• Update and maintain documentation for workflows and technologies

• Maintain hardware inventory and asset lifecycle. Facilitate asset assignments, procurement, provisioning, returns, repairs, replacements, retirement, surplus, etc. 

• Ensure hardware assets are configured according to policies and procedures and are consistently audited to ensure policy compliance throughout asset lifecycle. Follow policies and procedures when working the incident queue.

• Keep time commitments and follow SLAs

• Other duties as assigned

Qualifications

• Must be able to work required shift hours 9am-6pm Mountain Time and have the ability to travel into the South Jordan office location

• 1-2 years in a Help Desk or Technical Customer Support role

• Experience supporting and maintaining Microsoft Windows, Apple Macs, and mobile devices

• Experience managing Help Desk incidents for onsite and remote employees via centralized management software

• Understanding of networking concepts including LAN vs WAN IP Addressing, DNS, and DHCP

• Highly self motivated with a personal growth mindset

Additional Information

Flexible Paid Time Off | Medical, Dental, Vision | 12 Weeks Maternity & Adoption | 401K match

Click Here for US Benefits

HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.All your information will be kept confidential according to EEO guidelines.

Per US Federal Contractor Mandate HireVue requires that all employees are vaccinated against COVID-19 and are able to demonstrate proof of this vaccination as a condition of employment, subject to exemptions permitted by law.

Here are some of the states where HireVue is currently hiring:

AL, AZ, CA, FL, GA, IA, ID, IL, IN, LA, MI, MN, MO, MS, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, WA, WI.