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Help Desk Technician

1 month ago

Ann Arbor, United States BELFOR Holdings Full time
Belfor Franchise Group

RESTORING MORE THAN PROPERTY

Flooding. Fires. Windstorms. Hundreds of thousands of clients rely on BELFOR Property Restoration each year to rebuild their lives, homes, and businesses. We're Restoring More Than Property.

With BELFOR specialists in every major metropolitan area in the USA ready to respond 24/7/365, we provide the fastest, highest quality service that's unmatched in the industry.

The right response team can mean the difference between recovery and total loss. In the midst of chaos, you need an experienced company with a proven track record and solid relationships with leading insurance providers.

BELFOR is looking for qualified candidates for the following position. BELFOR team members are a unique breed, committed to restoring not only property, but restoring lives for those affected by disasters, large or small.

BELFOR also offers a wide range of benefit options including, but not limited to, 401(k), Medical, Dental, Vision, Disability, Life Insurance, Employee Assistance Program, Paid Holidays and Paid Time Off.

Position Overview

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This position is an in-office role in Ann Arbor, MI.

Responsibilities

Operational Management

  • Field incoming help requests from end users via both telephone and e-mail in a courteous
  • Document all pertinent end user identification information, including name, department, contact
  • information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately
  • Record, track, and document the help 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.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources
  • on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers,
  • and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Provide back-up support for CRM specialists
Position Requirements

Knowledge Experience
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
Formal Education Certification
  • High School diploma
  • 1+ year working in a help desk environment
Duties

Knowledge Experience
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
Formal Education Certification
  • High School diploma
  • 1+ year working in a help desk environment