Help Desk Support Specialist
3 days ago
The Help Desk Support I position is responsible for providing technical assistance and resolving routine troubleshooting inquiries and service needs. This role involves handling level 1 ticketing issues and escalating complex problems to senior team members as necessary.
Key Responsibilities- Provide primary support for client assistance, resolving basic end-user PC support, server, and hardware inquiries by applying standard procedures and ensuring compliance with applicable regulations.
- Perform help desk duties in a call center environment with a strong end-user focus, maintaining a professional manner at all times.
- Document steps taken for resolving routine requests, keeping customer history up to date using appropriate documentation methods.
- Work directly with clients to troubleshoot and ask effective questions to fully diagnose the root cause of a problem.
- Participate in on-call rotation, working a rotating weekend shift and potentially night shifts as required by staffing needs.
- Typical candidates will possess 2+ years of relevant experience in a technical customer service role.
- Possess working knowledge of standard end-user hardware and software and be able to address most issues by following established procedures.
- Proven ability to work within a team environment as well as independently, multi-task, and adapt to frequent change.
- Proven customer service skills, strong oral and written communication skills.
- Associate degree or two years of hands-on technical experience in a technology help desk role.
- A+ Certification, Microsoft Technology Associate, or knowledge of satellite technology.
- Accountability - Level One
- Excellence - Level One
- Innovation - Level One
- Safety - Level One
- Teamwork & Collaboration - Level One
- Communication - Level One
- Process & Analytic Ability - Level One
- Learning Agility - Level One
- Help Desk - Level One
- Technical Trouble Shooting - Level One
- Network Operations - Level One
- Hardware Installation and Support - Level One
- Software Installation and Support - Level One
- Office environment
- While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand, walk, and use hands. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and distance vision.
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