Helpdesk Support Specialist

2 weeks ago


Columbia, South Carolina, United States Focused HR Solutions Full time
Job Summary

We are seeking a skilled Helpdesk Analyst to join our team at Focused HR Solutions. As a Helpdesk Analyst, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.

Key Responsibilities
  • Respond to and diagnose problems through discussions with users and business partners.
  • Assist IT personnel, end users, and business partners to ensure that programs, systems, and equipment meet users' needs.
  • Build and maintain strong working relationships with key IT product and service providers.
  • Research, test, and recommend technology based on best practices and how the agency uses technology.
  • Provide technical support for STO business applications by analyzing, identifying, diagnosing, and resolving issues.
  • Participate in projects and initiatives to advance the STO's operational effectiveness in cost savings, performance, and customer satisfaction.
  • Maintain, recommend, and document IT procedures, processes, and controls.
Daily Duties and Responsibilities
  • Provide support with help desk calls resolving approximately 30% of the tickets averaging 6-10 tickets daily.
  • Provide technical support to ongoing projects assisting with IT needs.
  • Use critical thinking to help develop IT solutions or troubleshoot problems.
  • Offer great deskside and remote support to the STO workforce.
  • Assist with documentation and reporting as necessary.
Required Skills
  • Great customer service skills.
  • Technical troubleshooting skills.
  • Hands-on desktop support skills.
  • Experience with Windows and Office products.
Preferred Skills
  • A+, Network+, or other similar certifications.
  • Experience with information security frameworks or programs.


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