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Help Desk Associate
Category: Computing
  • Your pay will be discussed at your interview

Job code: lhw-e0-90648721

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Help Desk Associate

Job Description**

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

Bottom line? We outthink ordinary. Discover what you can do at IBM.

As a Help Desk Associate your responsibilities will include, but are not limited to the following:

+ Assist on multiple project work assigned by a manager

+ Determine the most effective manner to resolve customer's technical issue.

+ Engages in research and in depth troubleshooting to resolve technical issues.

+ Use and maintain a comprehensive knowledge repository for solutions to customer inquiries

+ Verify suggested solutions effectively resolve the customer issue via phone, chat, or email support.

+ Record required customer and problem information in a ticketing system.

+ Update tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion

+ Maintain a high level of world class customer service/professionalism to a wide range of customers

Help Desk Associates work next to some of the best Information Technology (IT) Specialists in the industry.

IBM is hiring these positions to be located at our Rocket Center, West Virginia office (near Cumberland, MD). United States Citizenship, relocation to the Rocket Center area, and the ability to obtain a security clearance are required


Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

+ Skill development: helping our employees grow their foundational skills

+ Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee's strengths and career aspirations

+ Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.


With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!



**Required Technical and Professional Expertise**

+ 1+ year customer service experience

+ Excellent communication and interpersonal skills

+ Ability to work as a team player.

+ Ability to obtain and maintain a Security Clearance

+ Ability to relocate to Rocket Center area

**Preferred Tech and Prof Experience**

+ 1+ years help desk experience

+ 2+ years customer service experience

+ Experience working in a fast paced environment

**EO Statement**

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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