Help Desk Specialist

3 weeks ago


Pflugerville, Texas, United States Rosendin Full time
Job Overview
Rosendin is seeking a skilled Help Desk Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees. If you have a passion for technology and a desire to help others, this could be the perfect opportunity for you.

About the Job
The IT Call Center Representative is an exciting role that involves supporting IT Helpdesk operations in the Rosendin IT Call Center. Your primary responsibility will be to provide first-level contact for Rosendin Employees contacting the IT Helpdesk for technology support. You will resolve certain basic-level problems for those end users, properly document and escalate unresolved problems to the next level of support, track, route, and redirect incoming problems to their correct resources, ensure proper recording, documentation, and closure of problems in a Helpdesk Ticketing System, and utilize excellent customer service skills to provide top-level service to Rosendin End Users.

Responsibilities
  • Provide first-level contact for Rosendin Employees contacting the IT Helpdesk for technology support.
  • Resolve certain basic-level problems for those end users.
  • Properly document and escalate unresolved problems to the next level of support.
  • Track, route, and redirect incoming problems to their correct resources.
  • Ensure proper recording, documentation, and closure of problems in a Helpdesk Ticketing System.
  • Utilize excellent customer service skills to provide top-level service to Rosendin End Users.

Requirements
To succeed in this role, you will need to have a high school diploma, one to two years of call center experience, or desktop support is preferred. You must be able to interface with end users, prioritize issues, and manage user expectations. Must be a team player with strong communication & customer service skills with the ability to stay on task when working independently. Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.). Must be able to organize and manage multiple tasks in a fast-paced environment. Demonstrated success taking direction and working independently. Must have excellent customer relation skills, superior written, oral, and interpersonal communication skills. Ability to work under time pressure and adapt to changing requirements with a positive attitude.

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