Help Desk Specialist

3 weeks ago


Secaucus, New Jersey, United States Production Resource Group Full time
Job Summary

We are seeking a highly skilled Help Desk Specialist to join our team at Production Resource Group. As a Help Desk Specialist, you will be responsible for providing technical support to our end-users, ensuring that they have the necessary tools and resources to perform their jobs efficiently.

Key Responsibilities
  • Provide first contact support to end-users via phone, email, and chat
  • Build rapport with customers and elicit problem details
  • Prioritize incidents and service requests according to defined processes
  • Escalate incidents to suitable technicians when required
  • Record, track, and document the service desk incident-solving process
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledge bases
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate
  • Install antivirus software and ensure virus definitions are up to date
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Test fixes to ensure an incident has been adequately resolved
  • Develop help sheets and FAQ lists for end-users
  • Contribute to technician knowledge base as needed
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement
Requirements
  • Two years of college-level training with a focus in IT or comparable bachelor's degree required
  • Minimum of 3 years of experience in technical IT Customer Service or a related field
  • Multiple site experience preferred
  • Knowledge of basic computer hardware
  • Experience with desktop and server operating systems
  • Extensive application support experience
  • Working knowledge of a range of diagnostic utilities
  • Familiarity with the fundamental principles of ITIL
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills
  • Strong documentation skills
  • Fluent English
Working Conditions

40-hour onsite work week

Sitting for extended periods of time

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components

Lifting and transporting of moderately heavy objects, such as computers and peripherals


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