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Helpdesk Support Specialist

2 months ago

Baltimore, Maryland, United States The Global Excellence Consulting Group Full time
About the Role

We are seeking a skilled Helpdesk Support Technician to join our team at The Global Excellence Consulting Group. As a Helpdesk Support Technician, you will be responsible for providing technical assistance and support to our clients.

Key Responsibilities
  • Communicate with clients at all levels to resolve technical issues
  • Install and configure applications and software packages
  • Perform basic troubleshooting and triage of computers via remote access and phone
  • Resolve routine issues and problems related to hardware and software
  • Escalate issues that require further assistance
  • Assist clients with resolving device-related issues via telephone support
  • Help determine technical needs of supported systems
  • Participate as a team member on projects
  • Record activities in the service desk software system
  • Update and create internal supported system documentation
Requirements
  • Possession of a high school diploma or equivalent, plus one year of experience in an inbound call center environment
  • Two years of experience installing, configuring, maintaining, and troubleshooting personal computers and related equipment, operating systems, and software applications
  • Experience with remote troubleshooting preferred
  • Possession of a valid class C Maryland driver's license or equivalent
Preferred Qualifications
  • Possession of A+ (Remote Technician) and Network+ certification
  • Knowledge of computer operations and support
  • Skill in installing, configuring, maintaining, and troubleshooting personal computers and related equipment
  • Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
  • Skill in establishing and maintaining effective working relationships
  • Skill in effectively prioritizing assignments and tasks
  • Skill in communicating clearly and effectively
  • Ability to provide consistent quality customer service
  • Ability to deescalate customers
What We Offer

We offer a competitive salary and benefits package, including health, dental, and vision benefits, life insurance, and a 401(k) plan.

As a remote worker, you will have the flexibility to work from home and will be provided with the necessary equipment and training to perform your job duties.

We are an equal opportunity employer and welcome applications from diverse candidates.