Rapid Response Helpdesk Specialist
4 weeks ago
Job Title: Rapid Response Helpdesk Specialist
We are seeking a skilled Rapid Response Helpdesk Specialist to provide technical assistance to our clients on Information Technology and IT Security related inquiries. As a key member of our team, you will be responsible for answering queries on technical issues and assisting clients in resolving them.
Key Responsibilities:
- Provide technical assistance to clients via phone or email
- Perform remote troubleshooting using diagnostic techniques, tools, and pertinent questions
- Determine the best solution based on the issue and details provided by clients
- Walk clients through the problem-solving process and confirm the problem is resolved
- Direct unresolved issues to other team members experienced in the issue
- Provide accurate information on IT products and services
- Record events, problems, and their resolution in our Connectwise ticketing system in real-time
- Follow-up and update client status and information
- Pass on any feedback or suggestions by clients to the appropriate internal team members
- Identify and suggest possible improvements on procedures and processes
Requirements:
- Proven experience with technology in a client support role
- Tech-savvy with working knowledge of some or all of the following: Cloud Servers and workstations, PCs, Servers, VOIP phone systems, IT Security, office automation products, operating systems, networking, and remote assistance
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve technical issues
- Excellent communication skills
- Customer-oriented and client-focused
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