Help Desk Support Specialist
6 days ago
Location: On-site in Dayton, OH
Pay: $23/hour
Contract: 6-month contract with possibility of extension/conversion
Shift: 40 hours, Monday-Friday, 8am-5pm
ResponsibilitiesWe are seeking a skilled Help Desk Analyst to join our team at Apex Systems. As a Help Desk Analyst, you will be responsible for:
- Providing exceptional customer service to end-users via phone and email
- Documenting all pertinent end-user information in our Help Desk problem reporting system
- Building rapport and eliciting problem details from customers
- Prioritizing and scheduling problems, escalating when necessary to experienced technicians
- Recording, tracking, and documenting the help desk request problem-solving process
- Applying diagnostic utilities to aid in troubleshooting
- Accessing software updates, drivers, knowledge bases, and FAQs to aid in problem resolution
- Identifying and learning appropriate software and hardware used and supported by the organization
- Performing 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
- Testing fixes to ensure problems have been adequately resolved
- Performing post-resolution follow-ups to help requests
- Evaluating documented resolutions and analyzing trends for ways to prevent future problems
- Utilizing help sheets and FAQs for end-users
To be successful in this role, you will need:
- Knowledge of basic computer hardware
- Experience with desktop and server operating systems, including Windows operating systems
- Working knowledge of a range of diagnostic utilities
- 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
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
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