What are the responsibilities and job description for the Service Desk Associate position at Intrex?
Company Description
Intrex delivers Rythmos, an advanced wearable and sensor-based safety solution used in senior living communities nationwide. Our platform combines hardware, installation, and software to improve safety outcomes and operational visibility.
We are seeking a technically capable Service Desk Associate to provide first-line support for Rythmos customers and partners.
Role Description
The Service Desk Associate is responsible for responding to support tickets, troubleshooting issues, and ensuring customers receive timely, accurate assistance.
This role requires strong logical thinking, technical aptitude, and clear communication. Rythmos is a hardware software system, so comfort troubleshooting interconnected systems is essential.
This is not a script-based call center role. This is a problem-solving role.
Core Responsibilities
Ticket Management
- Respond to incoming support tickets and inquiries
- Troubleshoot hardware and software-related issues
- Document issues clearly and accurately
- Escalate complex issues to engineering when appropriate
Technical Troubleshooting
- Diagnose device connectivity issues
- Assist with configuration and system setup questions
- Identify potential installation-related causes
- Follow structured troubleshooting workflows
Communication
- Communicate clearly with caregivers, administrators, and distributors
- Maintain professional and calm tone in all interactions
- Provide updates and set clear expectations
Documentation
- Maintain accurate case notes
- Contribute to knowledge base updates
- Identify recurring issue trends
Qualifications
- 1–3 years experience in technical support, help desk, or IT support
- Strong logical troubleshooting skills
- Comfortable learning hardware software systems
- Clear written and verbal communication skills
- Strong organizational skills
- Ability to stay calm under pressure
Preferred:
- Experience supporting IoT, telecom, healthcare tech, or hardware-enabled systems
- Experience in ticketing systems (Zendesk, Freshdesk, etc.)