Job Description:

TransCore-Amtech Systems (AMS), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Help Desk Assistant I to join our team in Albuquerque, New Mexico. 

 

Job Summary: The Help Desk Assistant I investigates and resolves software and hardware problems of computer users by performing the following duties on an escalation basis.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide escalation support for help desk troubleshooting needs and training as needed by end users.


• Answers, evaluates, and prioritizes requests for assistance from users experiencing problems with hardware, software,
  networking, and other computer-related technologies.


• Interviews user to collect information about problem and leads user through diagnostic procedures to determine
  source of error.


• Determines the root cause of the problem for all escalated requests.


• Creates, Updates and Closes out Help desk Tickets.


• Maintains required documentation of Tier II processes and SOP.


• Prepares standard statistical reports, such as help desk incident reports.


• Calls software and hardware vendors to request service regarding defective products.

 

Education: High school diploma or general education degree (GED) required.

 

Required Skills & Experience: 

• Minimum of 6 months of related experience.


• Experience with Help Desk ticketing system to process and close Help Desk Tickets.

Information Systems

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