Help Desk Support Specialist

2 weeks ago

Janesville, Wisconsin, United States Data Dimensions Full time

Job Summary:

The Help Desk Analyst I (HDAI) is a key member of our IT team, responsible for delivering exceptional technical support to internal team members, clients, and partners. This role requires a strong understanding of IT systems, hardware, and software, as well as excellent communication and problem-solving skills.

Key Responsibilities:

  • Provide routine technical support for end-users with IT-related requests and issues.
  • Evaluate, prioritize, and complete incoming tickets in a professional and courteous manner.
  • Follow standard Help Desk operating procedures and protocols to accurately log all requests using established ticket tracking software.
  • Resolve routine hardware and software issues, and coordinate work escalations with the appropriate technical resource or group for more complex issues.
  • Maintain a high degree of professionalism while delivering outstanding customer service.
  • Notify IT management of all critical requests and issues.
  • Learns the skills to fix commonly used software, hardware, and other equipment.
  • Provides solutions, advice, and/or recommendations in a quick and timely manner.
  • Provides knowledge transfer of important information to fellow Help Desk Analysts.
  • Provides follow-up to team members and other support staff to ensure issue resolution and high degrees of customer satisfaction.

Requirements:

  • Able to read, write, and speak English.
  • Successfully pass and maintain acceptable background checks and security clearances.
  • Associate degree plus 1 year of experience providing end-user technical support preferred.
  • Excellent verbal and written communications skills.
  • Ability to provide excellent customer service.
  • Ability to plan, organize, and coordinate work assignments.
  • Ability to establish and maintain effective working relationships with others.
  • Conscientiousness and accuracy in record-keeping and documentation.
  • Expertise in performing multiple tasks at the same time without errors.

Computer Skills:

  • Proficient in Microsoft Office (Word, Excel, and Outlook).
  • Knowledge in SQL a plus.

Equal Opportunity Employer:

Data Dimensions is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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