Help Desk Support Technician | Hybrid

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 help desk team lead, the Help Desk Support Technician is responsible for working the inbound Help Desk queue, provisioning and deprovisioning user accounts, and maintaining a positive customer satisfaction score with ticket troubleshooting & resolutions.
Essential Duties and Responsibilities
Support customers technical needs while providing an excellent service experience.
Take ownership of the ticket queue - carry out problem analysis and implement temporary or permanent fixes to minimize customer downtime. Escalate incidents to other support teams when necessary and track the problem through resolution.  
Document all support interactions and resolutions in our ticketing system.
Communicate effectively and timely, setting the proper expectations with our customers.
Assist with hardware and software setup/installations, usage, licensing, and removal.
Provision and deprovision system accounts.  Manage the physical assets and equipment needs proficiently and accurately.
Diagnose and resolve software and hardware incidents across Mac, Windows, mobile devices, and the office conference room AV systems.
Identify and report on trends in the incident queue (recurring tickets, surge of tickets at certain times, etc)
Update and maintain documentation for the Guru knowledge base.
Maintain hardware inventory and asset lifecycle. Facilitate asset assignments, procurement, provisioning, returns, repairs, replacements, retirement, surplus, etc.