Help Desk Support Specialist

3 weeks ago

Charlotte, United States Brooksource Full time

Help Desk Support Analyst

Hybrid Charlotte, NC

Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time conversion. This is the ideal opportunity for a recent college or IT bootcamp graduate with 3+ months of technical helpdesk experience to get their foot in the door and grow within a supportive team.

This Analyst will be a part of Support Desk responsible for providing first level IT support for IT-related business partner issues and service requests. This position requires participation in a hybrid working model, with 3 days per week spent in our clients south Charlotte, NC area office and 2 days remote.

Daily You Will:

  • Provide live phone support to the employees, employing a high degree of customer service, technical expertise and timeliness.
  • Provide basic level remote IT assistance for problem resolution and escalate complex problems to second tier personnel
  • With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff
  • Track support calls in the Help Desk ticketing system
  • Adhere to established standards and procedures in resolving problems.

Major Duties and Responsibilities:

  • Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment.
  • Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
  • Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
  • Expect a case load of approximately 40-50 cases per day.
  • Regular interaction with various support groups and end-users at all levels.
  • Analyze problems and solve them creatively.
  • The ability to develop a strong knowledge of products, features and services and how our customers use them.
  • Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
  • Ability to effectively communicate orally and in written form.
  • Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
  • Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
  • An ability to follow a defined day to day work schedule and be punctual for all duties.

Skillset:

  • *Previous over-the-phone support desk troubleshooting is required*
  • Bachelors/Associates Degree or Bootcamp background in Computer Science or IT related field, or equivalent professional experience
  • 3+ months of previous Helpdesk or similar experience, ideally including Windows 10, basic networking, printer, virtual desktop, VPN, remote-in, password resets, and other troubleshooting experience.
  • Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support customer needs.
  • Must be team-oriented and able to work in a fast-paced environment. Must work together with team to build and maintain effective single point of contact.
  • Must be customer-centric and passionate in promoting your customers needs and getting them met.
  • High attendance reliability

Environment:

  • Hours: Monday-Friday, variety of shifts
  • Location: Charlotte, NC area (about 10 minutes SW of Uptown Charlotte) 3 days per week on site, 2 days remote

BENEFITS OF WORKING WITH BROOKSOURCE:

  • Direct communication with the hiring manager, which allows us to move candidates through the interview process faster.
  • Dedication to keep an open line of communication and provide full transparency.

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