Job details

Help Desk Representative I

Job Title

Job Description

The Help desk Technician will provide technical support to management and faculty/staff. He/she will support the IT Department with receiving, prioritizing, documenting and actively resolving IT support tickets. Incident resolution may involve the use of remote management tools or in-person on-site visits. In addition, the Help desk Technician will assist with company-wide technology deployments and work on special projects as assigned.

Key job responsibilities include, but not limited to:

Fielding Help desk calls and coordinating incident resolution
Provisioning of user accounts
Learning and becoming proficient with core technologies
Troubleshooting general hardware and software issues
Maintain detailed documentation of all actions and caller correspondence within support tickets
Effectively prioritize and manage support tickets to ensure timely and accurate resolution
Assisting with company-wide technology deployments
Fulfilling Help desk roles as instructed by Help desk Manager
Alerting Help desk Manager to emerging trends in incidents
Evaluating documented resolutions and contributing to the resolutions library
Performing preventative maintenance when required
Maintain communication with all levels of management, faculty and staff in a professional and courteous manner
Completing other job duties as assigned

Minimum Qualifications

Excellent verbal and written communication skills

Must be a quick learner
Proficient in Microsoft-based environment
Ability to communicate technical information in a user-friendly manner
Excel at multi-tasking
Knowledge of network technologies
Ability to prioritize and complete assignments with a proper balance between quality and a commitment to deadlines
Strong attention to detail and organizational skills
Ability to maintain confidential information
Ability to travel if needed
Ability to work independently and support other team members
Must be authorized to work in the United States

Preferred Qualifications
Degree in Information Technology or a related area
1 to 3+ years working experience in a Microsoft-based environment
Experience with ServiceNow
Understanding of ITIL processes
Vendor certificates

Physical Requirements:

Sitting
Standing
Walking
Climbing
Lifting up to 50+ pounds
Pulling
Pushing
Carrying
Grasping
Reaching
Bending
Crawling
Visual Acuity
Color Determination
Speaking
Listening

Location

KAP Boston Corporate

Employee Type

Employee

Job Functional Area

Contact/Call Center Ops

Kaplan lnternational is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors. Additionally, certain positions are bonus or commission eligible.

Kaplan International Languages requires that all new hires have proof of COVID -19 vaccination as a condition of employment. Exemptions for medical or religious reasons are available on case by case basis.

Kaplan Glassdoor Company Review

3.6