Help Desk Specialist

4 weeks ago


Grand Rapids, United States Robert Half Full time

Key Responsibilities

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Escalate problems (when required) to the appropriately experienced senior technology staff.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


Qualifications

  • 1+ year technical customer support role, including strong troubleshooting and diagnostics skills.
  • 1+ years experience with Windows desktop operating systems, Microsoft Office suite applications and troubleshooting remote access for users.
  • Excellent customer service, desk side support, judgment, time management and problem-solving skills.



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