Help Desk Support Specialist I

3 weeks ago


Norfolk, Virginia, United States Metronome LLC Full time

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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