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Help Desk Specialist

2 months ago

Norcross, United States TRC Talent Solutions Full time

TRC Staffing is currently partnered with a large automotive parts organization in search of a Tier One Help Desk specialist based in Norcross, GA. This is a six month contract-to-hire role that requires onsite presence. Any tier one help desk and/or POS experience is preferred. New grads with IT certs welcome to apply


Job Description:

The Service Desk Customer Service Representative provides first level support, diagnosis and phone support to customers of the Corporate IT Shared Services organization.

Responsibilities:

* Assist in PC deployment and maintenance

* Works with team members to develop, approve, validate, and maintain problem resolution databases

* Interprets, analyzes, diagnoses, documents and resolves first level customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis

* Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members.

* Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to the callers satisfaction.

* Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / request and documents all call resolutions.

* Keeps Service Desk team and management apprised of any new support issues in a clear and timely manner.

* Works to consistently improve call handling and resolution processes.

* Performs other job-related duties as assigned or apparent

Qualifications:

* A minimum of one years of experience

*Exceptional customer service approach

POS experience is a plus

* Windows Operating Systems primarily Windows 10.

* Microsoft Office Applications O365 is a plus

* Experience with mobile devices and mobile email

* Experience with troubleshooting network related issues (client connectivity)