Help Desk Support Specialist

5 days ago

Hartford, Connecticut, United States Crescens Full time
Job Title:
Help Desk Support Specialist

Job Description:

The Help Desk Support Specialist position at Crescens is responsible for providing Level 1 end-user support for issues related to computer systems, the Client's Information Sharing System (CISS), and other systems managed by the client.

The ideal candidate will leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the Client support strategy.

The team needs a Help Desk Support Specialist to ensure the following work is performed:

  • Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues.
  • Provide proactive follow-up, effective problem resolution, and end-to-end ownership of problems.
  • Develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
  • Be customer-centric and aggressive in promoting customers' needs and getting them met.
  • Follow all documented help desk processes and procedures to ensure consistent, quality support to end-users.
  • Answer and address all incoming service calls and emails and route accordingly.
  • Keep well-documented, up-to-date case notes on all tickets daily.
  • Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
  • Provide first-level customer support and resolve issues or escalate as needed.
  • Ensure client support requests are well-documented and triaged appropriately.
  • Coordinate and work closely with the Help Desk Manager to service and provide training for internal and external clientele.
  • Ensure the logging of all incidents and service requests.
  • Conduct timely triage and escalation in accordance with SLA requirements.
  • Address and resolve tier 1 level incidents and requests.
  • Engage with other service desk resources and escalate as needed to other technical teams.
  • Accurately document interactions, incidents, and problems.
  • Work with service desk and other teams to develop, enhance, and clearly document technical processes and procedures.
  • Follow, enhance, and develop procedural documentation related to user account provisioning and management.
  • Develop, enhance, and maintain knowledge base articles used by other IT staff.
  • Participate in Production support review meetings.

Required Skills/Experience:

  • Bachelor of Science in Information Technology or related field.
  • Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.
  • Minimum 3 years of experience working in IT Help Desk support environment.
  • Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
  • Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
  • Excellent Customer Service skills, including a positive attitude and ability to instill confidence in customers.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc.

Proficient with the following technologies:

  • Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet, and Active Directory.

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