Help Desk Associate

In this role at DEVNET Inc., you will be the frontline advocate for users navigating our software, translating issues into practical improvements and guiding change requests and enhancements. This hybrid position combines hands-on problem solving with proactive support across a diverse user community, anchored in St. Louis, Missouri, while offering remote work options.

Responsibilities

• Manage cases from opening to close and document call resolutions.
• Independently analyze data to develop appropriate solutions.
• Demonstrate initiative, reliability, and strong organizational skills.
• Prioritize and balance multiple tasks, taking ownership of assigned or incoming cases.
• Ensure excellent follow‑through with minimal management.
• Replicate customer problems, test fixes, and document solutions for use by the Software Support Team.
• Interact effectively with both non-technical users and highly technical users.
• Contribute to the knowledge base for each supported software component, through solo or team efforts, to establish best practices.
• Develop and maintain technical and procedural knowledge continually.
• Repair problems via remote access on client system installations.
• Take on special projects as assigned.

Requirements

• Software technical support call center experience paired with strong customer service skills.
• Excellent math and problem-solving abilities.
• Preferred hands-on experience with SQL Server, scanning, imaging, and Microsoft Office.
• Strong reading comprehension.
• A home computer setup, preferably with dual monitors, for remote login to DEVNET-hosted systems.
• Customer support skills including listening, patience, clear communication, and the drive to learn and research problems independently.

Technologies

• SQL Server
• Microsoft Office

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Location

• Primary location: St. Louis, MO (hybrid)
• Job location: Remote in MO, IL, TN or NC
• Work location: Hybrid remote in Chattanooga, TN