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Name * First Last
Email *
Phone Number ### - ### - ####
Website/Blog/Social Media Profile
Please upload your resume here (PDF preferred) *
If you wish, you may also upload a cover letter separately (not required)
Tell us (briefly) what excites you the most about the possibility of working at Help with a Smile:

Please review requirements for this position once again. Do you meet each of the requirements listed below? *
	Yes, I meet this requirement	No, I do not meet this requirement
Outstanding customer service and interpersonal communication skills	1	2
Excellent troubleshooting methodology	1	2
Ability to effectively prioritize tasks and manage a request queue in a fast-paced environment	1	2
Proficiency in troubleshooting a variety of issues on both Windows and Mac workstations	1	2
An understanding of core networking concepts such as IPv4, DNS, DHCP, Firewalls, Wifi, VPN	1	2
A schedule that permits working at least 2 full business days (9-5 Mon-Fri) each week in our Manhattan office.	1	2

If you did not meet one or more of the requirements above, please elaborate.
Questionnaire

These five open-ended questions are designed to provide insight into your skill set, experience, and troubleshooting methodology. There are no "trick questions", and for the most part there are no "right" answers. Keep your responses straightforward and concise.
What company is the e-mail service provider for the domain helpwithasmile.com? How did you determine this?
A user working in a client's small office calls our help desk to report that his Windows workstation is unable to load any sites in his web browser.

What are the first three questions or troubleshooting steps you might ask of the user in order to assess the situation?
Identify two potential causes for a user experiencing sluggish performance in Microsoft Outlook (for Windows). Assume that other applications on the computer operate at a normal pace.
Below are two samples of actual requests sent to our help desk. Put yourself in the role of the help desk specialist in charge of responding to each request, and type a concise first response to the client in the space below.

You can assume that these users know the basics of using their devices, but like most of our clients, they do not possess a high level of technical knowledge.
Sample Request #1: Computer won't boot

I just turned my laptop on and saw a message that said "invalid boot.ini file. Booting from windows." Then, a ThinkPad screen came up and after a while I got the following message:

"<windows root>\system32\hal.dll. Current file missing or corrupted."

And then nothing. WHAT DO I DO NOW?

Thanks,
Cara
Your response:
Sample Request #2: Android Device Help

My Android phone has been very slow lately and my coworker suggested that I should "wipe" the phone? How do I do that?

Thanks,
Diana
Your response:
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Questionnaire

Sample Request #1: Computer won't boot

Sample Request #2: Android Device Help