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Help Desk Support Specialist

2 months ago

Houston, Texas, United States NaBors Full time
Job Summary

The Help Desk Support I position is a key role in our IT department, responsible for providing timely and effective support to our clients. As a Help Desk Support Specialist, you will be the primary point of contact for client assistance, resolving routine troubleshooting inquiries and service needs.

Key Responsibilities
  • Serves as the primary point of contact for client assistance, resolving basic end-user PC support, server, and hardware inquiries by applying standard procedures.
  • Performs help desk duties in a call center environment with a strong end-user focus.
  • Documents steps taken for resolving routine requests, keeps customer history up to date using appropriate documentation methods.
  • Maintains composure and a professional manner at all times, including in stressful situations with clients.
  • Works directly with clients to troubleshoot and ask effective questions to fully diagnose the root cause of a problem.
Requirements
  • Typical candidates will possess 2 years of relevant experience in a technical customer service role.
  • Possesses working knowledge of standard end-user hardware and software and is 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.
Preferred Qualifications
  • Associate degree or two years of hands-on technical experience in a technology help desk role.
  • A Certification.
  • Microsoft Technology Associate.
  • Knowledge of satellite technology (broadband communication) comprised of satellites, hubs and remote site equipment.
Working Conditions

The Help Desk Support I position is based in our Houston office and requires occasional on-call rotation and night shift work as needed.