Help Desk Support Spec

3 weeks ago


Decatur, United States DeKalb Community Service Full time
Job Summary:

Seeking a dedicated and knowledgeable Helpdesk Support Specialist to join our IT team. The successful candidate will be responsible for providing technical assistance and support to end-users, diagnosing hardware and software issues, and ensuring the smooth operation of our IT infrastructure.

Key Responsibilities:
  • Provide first-level contact and convey resolutions to user issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route, and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem-solving processes.
  • Assist with administrative tasks related to phone communication, such as updating contact lists and managing voicemail systems
  • Follow up with customers, provide feedback, and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers' expectations.
  • Ensure proper recording, documentation, and closure of issues.
  • Collaborate with the Workforce Training and Development department to identify training needs and improve training programs
  • Recommend procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
  • Conduct training sessions on EHR functionality and job dependent applications for staff members.
Requirements:
  • Proven working experience in providing help desk support.
  • Working knowledge of help desk software, databases, and remote control.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.
  • BS degree in Information Technology, Computer Science, or equivalent.
Preferred Qualifications:
  • Certification in ITIL, CompTIA A+, Network+, or other relevant certifications.
  • Experience with Microsoft Office 365, Windows, and Mac operating systems.
  • Familiarity with network management and diagnostic tools.
What We Offer:
  • Opportunities for professional development and growth.
  • A collaborative and supportive work environment.
How to Apply:

Interested candidates are encouraged to submit their resume

Claratel Behavioral Healthis and equal opportunity employer regarding disability under VEVRRA and ADA

Other details
  • Job Family Assistant
  • Pay Type Hourly
  • Employment Indicator REGULAR


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