IT Service Desk Associate (Help Desk)

IT Service Desk Associate (Help Desk)

Byrider is growing! We have an IT Service Desk Associate opening at our corporate office in Carmel, IN. The selected candidate will be able to learn new skills from our IT team, which develops and supports proprietary software for franchise businesses in 25 states. The selected candidate will also be a valuable resource for our franchise partners as they work with business owners and other franchise team members to solve software-related issues.

Rewards for IT Service Desk Associate:

• $25.00 per hour
• Annual bonus opportunity
• On-call pay
• Great benefits package
• Good career growth potential
• Hybrid work schedule
• Newly renovated corporate office
• National company in business for 36 years

Summary of IT Service Desk Associate:

The IT Service Desk Associate supports all initial phone calls and ticket submissions from our end-users.  You will partner closely with other IT staff to help solve most issues immediately, while escalating more complex problems when necessary.  

In addition, accurate, timely, competent communication and interaction with customers, internal staff, and management are critical aspects of the role.

Responsibilities of IT Service Desk Associate:   

• Troubleshoot end-user issues
• Document both in-house technical and end-user-facing documentation for the knowledge base
• Communicate orally over the phone and in person with a positive attitude
• Perform written communication professionally through email, ticketing system, documentation, and our notification platform.
• Ability to work both independently and as part of a team in a hybrid work-from-home/in-office environment
• Participate in a weekly rotation for on-call, which includes nights and Saturdays
• Learn many in-house business technologies and provide support
• Keep up with any ticket SLA’s that have been expected by management

Required Soft Skills for IT Service Desk Associate: 

• Excellent oral and written communication skills
• Friendly personality that can show empathy for an end-user’s situation
• Ability to receive constructive feedback and improve upon it
• Adaptability to a changing environment and schedule
• Works well in both an isolated and team environment
• Dependable work ethic and ability to hold oneself accountable
• Proactive approach to tasks and has a sense of urgency
• Strong attention to detail

Desired Technology Experience for IT Service Desk Associate: 

• Active Directory User Management
• Google Workspace User Management
• Basic Network Troubleshooting
• Basic Hardware and Software Troubleshooting
• Jira Service Management Ticketing System

Desired Educational Experience for IT Service Desk Associate:           

• Associates in Computer Science or related field (or equivalent work experience)

Any keyword: IT Service Desk, IT Help Desk, Help Desk Support, Software Support