Help Desk Specialist

4 weeks ago


Memphis, United States HHM CPAs Full time

HHM CPAs is searching for a Help Desk Specialist to assist our current IT team in the day to day monitoring, tracking, and completion of Tier 1 support tickets. This position will be pivotal as we continue to grow our tech stack and ticket volume.


This position will be on-site in Memphis and will not be open to remote opportunities.


Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance deskside, over the phone, or email
  • Respond quickly to inbound ticket requests, triaging highest priority
  • Troubleshoot through effective diagnostic techniques and pertinent questions
  • Walk the customer through the problem-solving process
  • Escalate unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information


Requirements and skills

  • Proven experience as a help desk technician or other customer support role
  • Understanding of Microsoft 365 common issues and resolutions
  • Knowledge of current technology trends with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Excellent communication skills
  • BSc/BA in IT, Computer Science or relevant field
  • Network + certificate desired


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