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Generali Global Assistance Help Desk Technician in Bethesda, Maryland

Job Summary:

The Help Desk Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The person will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion, and provide end user training where required. Will require to manage and maintain some company systems.

Principal Duties and Responsibilities:

  • Assisting in providing Level I Support when request volumes are high

  • Act as an escalation point for advanced or difficult help requests

  • Build rapport with service desk customers

  • Escalate problems (when required) to the Service Desk Manager

  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

  • Apply diagnostic utilities to aid in troubleshooting

  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

  • Install anti-virus software and ensure virus definitions are up-to-date

  • Perform post-resolution follow ups with Level I Technicians as required

  • Develop help sheets and FAQ lists for end users

  • Reinforce SLAs to manage end-user expectations

Required / Desired Knowledge, Experiences and Skills:

  • Knowledge of advanced computer hardware including Dell servers and HP workstations

  • Experience with desktop and server operating systems, including Windows 7, 10, Mac OS, Windows Server 2008 - 2016

  • Extensive application support experience with Microsoft Office and O365

  • Working knowledge of a range of diagnostic utilities

  • Exceptional written and oral communication skills

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

  • Strong documentation skills

  • Knowledge of applicable data privacy practices and laws preferred


  • College diploma or university degree in the field of computer science or relevant work experience

  • Certifications in Microsoft technologies and Comptia are a plus

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Trip Mate is an Equal Opportunity Employer M/F/Disability/Veteran