Help Desk Support Specialist I
3 weeks ago
Job Summary
Serves as the initial point of contact for troubleshooting hardware and software problems at Metronome LLC. Responds to end-user requests for support to resolve computer, application, system, device, access, or performance issues.
Key Responsibilities
- Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
- Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
- Documents incidents using help desk systems or tools.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
- Fulfills all service level standards for response time and quality.
- Works under the close direction of senior personnel in the functional area.
Requirements
- Possesses a moderate understanding of general aspects of the job.
- 1+ years of experience in a help desk role or similar.
- Knowledge of commonly-used concepts, practices, and procedures within a particular field.
- IAT Level I certified.
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