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Help Desk Support Specialist

4 months ago

Atlanta, United States TechTalent Squared Full time

As a Help Desk Specialist 1, you will be the first point of contact for technical support within the organization, providing assistance and resolving technical issues for users through various intake methods including phone, email, and in-person requests. This role requires a methodical approach to problem-solving and an ability to communicate effectively with a diverse user base.


Duties & Responsibilities:


  • Technical Support: Research, answer questions, and troubleshoot problems to provide timely and effective solutions to user issues.
  • Incident Handling: Manage incoming requests via our IT Helpdesk ticketing system, ensuring quick response times and thorough documentation of the problem-solving process.
  • System Maintenance: Perform hands-on fixes at the desktop level, including software installation and upgrades, hardware setup, and system configuration.
  • Problem Resolution: Utilize online resources such as software updates and FAQ resources to aid in issue resolution and contribute to the knowledge base by documenting resolutions and analyzing trends to prevent future problems.
  • Training and Support: Train new staff and participate in an after-hours on-call rotation to provide continuous support.
  • Additional Responsibilities: Identify and escalate critical issues and perform other duties as assigned.


Required Skills:


  • Communication: Strong abilities in both written and verbal communication.
  • Interpersonal Skills: Effective at building rapport, with keen listening and questioning skills.
  • Documentation: Solid skills in documenting processes and details.
  • Technical Proficiency: Experience with VOIP telecom devices, basic understanding of network devices like switches, and ability to present technical information in an accessible language.
  • Analytical Skills: Strong problem-solving abilities with attention to detail.
  • Self-Motivation: Highly motivated with the ability to work independently in a dynamic, pressure-filled environment.
  • Task Management: Excellent organizational skills to prioritize and execute tasks efficiently.


Qualifications:


  • High School Diploma or equivalent.
  • Relevant work experience in a technical support role.


This role is suited for someone who is highly organized, detail-oriented, and enjoys the challenge of solving technical problems in a fast-paced environment. If you are a proactive communicator who is eager to learn and grow within the field of IT support, we encourage you to apply for this exciting opportunity.


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