Helpdesk Support Specialist

1 week ago

Monroe, North Carolina, United States True Homes Full time
Job Description

The Helpdesk Technician role at True Homes involves providing technical support to end-users, performing routine maintenance tasks, and collaborating with higher-level support technicians to resolve complex issues.

Key Responsibilities:

  • Provide helpdesk support through monitoring, tracking, and resolving user requests received through the ETS helpdesk ticketing system.
  • Troubleshoot and diagnose hardware and software malfunctions, and resolve, repair, or report repairs in a timely manner.
  • Collaborate with higher-level support technicians for complex repairs and when specialized knowledge or skills are required.
  • Manage warranty claims for defective hardware, including liaising with vendors and manufacturers to obtain replacement parts or units.
  • Conduct routine maintenance tasks, such as cleaning dust from inside computers, checking and securing connections, and updating firmware to prevent future hardware failures.
  • Document internal procedures and make updates as needed.
  • Assist with onboarding of new users and ensure that each workstation is set up with a computer, monitor, keyboard, mouse, hard drive, software, and any additional specialized equipment.
  • Install, test, troubleshoot, and repair workstations, peripheral devices, such as printers, scanners, and monitors, including connectivity and configuration issues.
  • Create users in Active Directory, Office 365 mailbox, and assign users and computers to proper groups in Active Directory.
  • Perform timely workstation hardware and software upgrades as required.

Results/Accountability:

  • Ensure Helpdesk Ticket Acknowledgement meets company standards of 25% within 1 hour, 25% within 1 to 8 hours, 25% within 8 to 24 hours, and 25% in 24+ hours for weekend accommodation.
  • Deliver 80% Resolution within 24 hours, 20% within 48 hours on weekdays, exception handling to be defined.
  • Receive 95% score or higher on Client Satisfaction Survey.

Qualifications:

  • Associates degree in information systems, computer technology, or related field required.
  • Two years of relevant experience preferred.
  • Ability to work occasional nights and weekends as required.
  • Valid driver's license and reliable personal transportation required for occasional travel within NC and SC.

General Requirements:

  • Excellent attention to detail.
  • Strong communication skills, written, and verbal skills.
  • Strong organizational skills.
  • Ability to work in a fast-paced environment.
  • Comply with all company policies and procedures.
  • Demonstrate the qualities and character traits as defined in the True Difference.

Physical Requirements:

  • Must be able to remain in a stationary position 25% of the time.
  • Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
  • Associate will position one's self to maintain computers at workstations, including under the desks and in the server closet.
  • Constantly operates a computer and other office equipment.
  • Frequently moves IT equipment, weighing up to 50 lbs.

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