What are the responsibilities and job description for the Help Desk Support position at Cypress HCM?
Responsibilities:
- Desktop/Client Support (Windows desktop/laptop, MacBook, server, imaging services, etc...)
- Retail Support (registers, pinpads, handheld PDT devices, etc...)
- Basic User and Application Support (password resets (active directory), multi-factor authentication, vpn connectivity, etc..)
- Strong Customer Service Skills (exemplary written and verbal communication, able to de-escalate situations, and remain calm and professional in pressure situations).
Qualifications:
- Basic knowledge of a common coding/scripting language (JavaScript, Python, Bash, etc).
- Basic knowledge of APIs (Application Programming Interface).
- Requires experience using ticketing systems and writing technical support reports and documentation.
- Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks.
- Associate degree strongly recommended but candidates with significant experience in tech support (examples below) would be considered.
Additional Notes:
- Candidates would start training on a Mon-Fri 8am-5pm schedule (4-6 weeks) but once training has concluded they need to have flexibility to work any shift based on business need and other staffing changes. We go to great lengths to keep teammates on a more permanent shift and limit changes to their schedule but reserve the right to change shifts based on business need (applies to both FTE and contracted teammates).
- Core support hours for the Service Desk are 6am-1am Monday-Saturday and 8am-7pm on Sunday. We have a staggered support model so shifts will vary anywhere across those core hours but will likely include a Sunday-Thursday or Tuesday-Saturday work week. We have several remote and hybrid working models based on the days and hours of your shift. Teammates who start their shift before 11am are required to work in office Tues, Wed, and Thursday but can be remote all other days. Teammates who start their shift 11am or after are fully remote.
Compensation: $13.68 - $18.24 per hour
Salary : $14 - $18
