Rapid Response Helpdesk Specialist

4 weeks ago


Cleveland, Ohio, United States infinIT Full time

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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