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Technical Support Specialist
2 months ago
Compass Health Brands is a leading organization in the consumer healthcare sector, dedicated to enhancing the quality of life for our customers, patients, and team members.
We are seeking a skilled Helpdesk Analyst to join our IT department.
In this role, the Helpdesk Analyst will deliver assistance to end-users under general supervision. This position involves interaction with various systems, including networks, desktops/laptops, peripherals, and applications, to troubleshoot and resolve issues. The Helpdesk Analyst is responsible for not only the initial contact with users but also for taking ownership of support tickets, utilizing a diverse set of technical and analytical skills to investigate, research, troubleshoot, escalate, and resolve issues efficiently.
Key Responsibilities:
- Respond to and address inquiries regarding basic technical issues, providing advice, resolution, and timely follow-up.
- Identify priority issues accurately and escalate them as necessary.
- Offer first-level support to desktop and laptop users, including hardware and software troubleshooting as well as application support.
- Document events, problems, and resolutions meticulously.
- Direct unresolved issues to the appropriate channels and communicate feedback or suggestions to the team.
Qualifications Required:
- Associate or bachelor’s degree in information technology or a related discipline.
- A minimum of 2 years of experience in a helpdesk or technical support role.
- Exceptional attention to detail.
- Strong verbal and written communication skills.
- Able to work independently and collaboratively.
- Excellent customer service abilities.
- A positive, cooperative, and motivated demeanor.
- CompTIA certifications such as A+, Network+, Security+, and Linux are advantageous.
