Help Desk Support Specialist

4 weeks ago


Roseville, United States Gainwell Technologies Full time
About the Role

We are seeking a skilled Help Desk Technician to join our team at Gainwell Technologies. As a Help Desk Technician, you will play a critical role in providing technical support to our clients, ensuring their systems and applications are running smoothly.

Key Responsibilities
  • Provide exceptional customer service, responding to initial calls, voicemails, and emails in a timely and professional manner.
  • Dispatch Remote Maintenance Hardware Technicians as needed for on-site services to users.
  • Escalate Cases to Incidents and assign them to the appropriate group for review and resolution.
  • Assign Tasks to Level 3 based as needed for Incidents which require a higher level of support.
  • Associate Incident tickets to Problem tickets.
  • Track the resolution of service requests and provide resolution information to the user.
  • Provide Level 2 support for Local Equipment and Remote Maintenance related service requests and application related questions/concerns such as password resets and other remedies documented in the knowledge base.
  • Escalate service requests which do not meet the above criteria to Level 3 support.
Requirements
  • High school diploma or G.E.D.
  • Two or more years of technical training preferred.
  • Four or more years of customer support experience.
  • Experience working with company products and operating systems.
  • Experience with solving computer-related problems.
  • Experience working with company escalation policies.
What We Offer

Gainwell Technologies offers a hybrid work environment, with a mix of remote and in-office work. We provide a comprehensive benefits package, including a generous vacation policy, educational assistance, and opportunities for career growth and development.


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