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Technical Support Analyst

2 months ago

Beachwood, Ohio, United States Emerald Resource Group Full time
Position: Service Desk Specialist

Location: Cleveland, Ohio

Overview:

As a Service Desk Specialist, you will serve as the initial point of contact for clients seeking technical support through various communication channels. This position demands a combination of technical expertise and exceptional interpersonal abilities.

Key Duties:
  • Deliver first-level assistance and communicate solutions to client inquiries.
  • Effectively escalate unresolved issues to higher support tiers.
  • Monitor, direct, and assign problems to appropriate resources.
  • Maintain customer records and generate activity reports.
  • Guide clients through troubleshooting steps.
  • Follow up with clients, provide updates, and ensure issues are resolved.
  • Utilize superior customer service skills to exceed client expectations.
  • Ensure accurate documentation and closure of support tickets.
  • Suggest modifications or enhancements to procedures.
  • Continuously expand your knowledge of help desk operations, products, and services.
Essential Qualifications:
  • Demonstrated experience in delivering help desk support.
  • Fluency in English with outstanding communication skills.
  • Strong client-facing and interpersonal skills.
  • Advanced troubleshooting and multitasking capabilities.
  • Customer service-focused mindset.
  • Familiarity with help desk software, databases, and remote assistance tools.
  • Solid understanding of computer systems, mobile devices, and other technology products.
  • Ability to identify and resolve basic technical challenges.
  • Experience with Microsoft Azure or similar cloud service platforms is highly advantageous.
Education and Experience:
  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • Certifications from Microsoft, Cisco, or similar organizations are a plus.