IT Help Desk Support

As an IT Help Desk Support at Aston Carter, you'll be responsible for assessing customer tickets to ensure they’re properly addressed. This includes rerouting tickets to the appropriate teams for resolution, maintaining direct communication with customers, capturing and documenting requests accurately, and providing solutions for various technical issues.

To be considered for the IT Help Desk Support position at Aston Carter, you should have at least 2 years of experience in Helpdesk or Technical Support, particularly with ticketing tools. Strong communication skills and the ability to manage multiple tasks efficiently are also key requirements for success in this role.

The IT Help Desk Support position at Aston Carter is a fully onsite role based in San Antonio, Texas. This means that you'll be collaborating closely with your colleagues and management in a dynamic office environment, providing hands-on support to customers.

Aston Carter offers a comprehensive benefits package for eligible IT Help Desk Support employees. This includes medical, dental, and vision insurance, a 401(k) retirement plan, life insurance options, disability benefits, transportation benefits, and time off, among others.

Aston Carter stands out as an employer due to its commitment to diversity, equity, and inclusion, coupled with a top-tier talent and corporate solutions service. The company fosters an environment of growth and development, ensuring that employees have opportunities to thrive and advance their careers in IT.

When answering this question, emphasize your familiarity with various ticketing systems like JIRA, Zendesk, or ServiceNow. Discuss specific instances where you've utilized these tools effectively to manage customer queries and maintain timely resolution rates.

This question offers a chance to showcase your organizational skills. Share your approach to quickly assessing the urgency and impact of each ticket. Mention any methodologies you use, like categorization or based on customer impact, to address the most pressing issues first.

Discuss your ability to adapt your communication style to match your audience’s understanding. Highlight any experiences where you’ve successfully translated complex technical details into clear, actionable steps for customers who may not be tech-savvy.

Share a specific story that illustrates your problem-solving skills. Explain the context, the steps you took to address the issue, and the positive outcome, underscoring your ability to remain calm under pressure.

This is a great opportunity to discuss your attention to detail. Mention any specific processes you follow to document requests, as well as the importance of accurate records in improving service and resolving similar issues in the future.

Talk about important metrics like ticket resolution time, customer satisfaction scores, and first response time. Explain how you’ve monitored these metrics in previous roles and how you utilized them to improve service quality.

Explain your commitment to continuous learning—whether through online courses, industry seminars, or peer collaboration. Mention any platforms, blogs, or influencers in the IT support field that you follow to enhance your knowledge.

Recount a specific instance where you noticed recurring support issues and took the initiative to propose a solution. Discuss the impact of your suggestions and how they benefited the team or the customers.

Emphasize your customer service skills by explaining that you approach difficult situations with empathy and patience. Share strategies you use to defuse tension and ensure that the customer feels heard and valued.

Here, you should tie your personal and professional values to Aston Carter's mission and cultural beliefs. Speak about their commitment to diversity and equity, and how you find their client-focused approach resonates with your career ambitions.