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Help Desk Specialist
7 days ago
Job Title:
IT Help Desk Specialist
Duration: 07/08/2024 to 07/11/2025
Pay Rate:
$24 per hour
The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level.
- They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
- They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
- When a major problem is suspected, they alert the client community and team members.
- The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.
Responsibilities:
- The primary goal is to provide high quality, accurate and timesensitive service to our customers in a high volume help desk call center environment
- Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
- Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
- Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
- Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity
Minimum Qualifications:
- Possess strong written and oral communication skills
- Exhibits exceptional Customer Service soft skills
- Illustrates high attention to incident description, detail and impact
- Selfmotivated and goaloriented, capable of working in a fast paced and changing environment
- Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
- Call center environment
Education:
- Associate degree preferred, HS Diploma/GED required
Required Skills:
- Call center environment
- Help desk
- Operations
- Workflow
- Customer service
Job Types:
Full-time, Contract
Pay:
$ $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
- 2 years
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Help desk
- troubleshooting: 3 years (required)
- Technical support: 3 years (required)
- Customer service
Ability to Commute:
- Springfield, MA required)
Work Location:
In person
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