Help Desk Support Specialist

2 weeks ago


Atlanta, Georgia, United States Uptown Full time
Job Summary:

Uptown is currently seeking a skilled Help Desk Analyst to support our IT operations. As a key member of our team, you will provide top-notch technical assistance to our users, ensuring they receive the help they need to stay productive and efficient.

Key Responsibilities:
• Provide exceptional technical support to users through our HelpDesk Ticket system.
• Identify, prioritize, and escalate any critical issues.
• Support IT devices, software, and hardware performance and connectivity issues.
• Collaborate with IT providers to resolve connectivity issues and ensure smooth operations.
• Ensure timely resolution of all tickets, monitoring, updating users, documenting solutions, and closing tickets.
• Install and configure computer software and hardware.
• Monitor and service Nitevision systems.
• Develop positive relationships with all employees and IT providers.

Requirements:
• 2-3 years of relevant IT Help Desk experience.
• Bachelor's degree, IT certification, or equivalent experience preferred.
• Prior experience in a hospitality industry setting is advantageous.
• Excellent communication skills and ability to interact with guests and colleagues in a professional and respectful manner.
• Ability to respond to requests with efficiency and empathy.
• Proficiency in MS Windows and various IT software packages, including Microsoft Office and PMS solutions.
• Spanish proficiency is advantageous but not required.
• Ability to compose and express thoughts clearly and concisely for effective communication.

Work Environment:
• Typical office environment with moderate noise levels.
• Physical demands include sitting for eight-hour shifts, occasional standing, and limited lifting of up to 25 pounds.
• Extensive use of hands and fingers for keyboard manipulation and phone calls.
• Use of computer terminals requiring eye contact with video display terminals.

Travel Demands:
• Occasional local travel by car.
• Overnight travel, including flying or driving, may be required.


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