Help Desk Support Specialist
3 days ago
Job Title: Help Desk Analyst
Job Summary:
iT Resource Solutions, inc is seeking a highly motivated and customer-focused Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing exceptional technical support to our clients, troubleshooting and resolving technical issues, and providing training and mentoring to other service desk associates.
Key Responsibilities:
• Provide technical support to clients via phone, chat, and email
• Troubleshoot and resolve technical issues, including password resets, account unlocks, and network connectivity issues
• Perform call backs as required
• Identify and coordinate hardware and software requests and offer solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas
• Train and mentor other service desk associates as needed
Requirements:
• High School Diploma/GED or equivalent experience
• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, active listening skills, and ability to empathize with customer's situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment
• Promote teamwork and call center success
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminology
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