Help Desk Specialist
2 weeks ago
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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