Help Desk Representative

Reporting to the Technical Support Manager, the Help Desk Representative will primarily be responsible for screening and responding to customers' needs and questions concerning the applicable version of WinAir. They will work closely with customers to address their problems and questions by providing guidance and solutions in a professional manner. This is an entry-level position with opportunities for advancement within the organization as the Help Desk Representative develops in their role. They will communicate with customers via Incident System, remote desktop technology and phone. They will also analyze/triage incoming incidents for completeness and provide documentation to customers, when applicable, to resolve their requests. The Help Desk Representative also assists with software installations, data conversions, and system upgrades. Evaluating and testing software for quality assurance is also expected.