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Help Desk Specialist

1 month ago

Secaucus, New Jersey, United States Production Resource Group Full time
Job Title: Help Desk Specialist

Production Resource Group LLC is seeking a skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for ensuring proper computer operation so that end users can accomplish business tasks.

Key Responsibilities:
  • Receive, prioritize, document, and actively resolve end-user help requests and escalate incidents when necessary to maintain SLA expectations.
  • Use diagnostic and help request tracking tools to resolve problems.
  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Requirements:
  • Two years of college-level training with a focus in IT or a comparable bachelor's degree.
  • Minimum of 3 years of experience in technical IT Customer Service or a related field.
  • Multiple site experience preferred.
Competencies:
  • Knowledge of basic computer hardware.
  • Experience with desktop and server operating systems.
  • Extensive application support experience.
  • Working knowledge of a range of diagnostic utilities.
  • Familiarity with the fundamental principles of ITIL.
Physical Demands:
  • 40-hour onsite work week.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects.