Help Desk Specialist
1 month ago
Job Summary:
We are seeking a highly skilled Help Desk Specialist to join our team at Lucayan Technology Solutions LLC. The successful candidate will provide exceptional technical support to our customers, ensuring timely and effective resolution of IT issues.
Key Responsibilities:
- Provide first-line support for IT issues via phone, email, or in-person.
- Troubleshoot and resolve basic hardware, software, and network issues.
- Assist users with login issues, password resets, and account lockouts.
- Document all user interactions and issues in the ticketing system.
- Log, categorize, and prioritize incoming support requests.
- Assign tickets to Level 2 support if issues cannot be resolved at Level 1.
- Monitor ticket status and follow up with users to ensure timely resolution.
- Close tickets with detailed resolution notes.
- Provide basic support for operating systems, standard office applications, and common enterprise software.
- Assist with the installation, configuration, and troubleshooting of desktop hardware, peripherals, and software.
- Maintain an inventory of frequently used spare parts and replacement components.
- Offer basic training and guidance to users on common IT tasks.
- Develop and distribute user guides and FAQs for frequently encountered issues.
- Provide training to staff/faculty on the use of Seminar Room technology and equipment.
- Provide direct support for events by issuing laptops to participants.
- Assist students with connecting to the Learning Management System and guest wireless network.
- Collect devices at the end of each event and ensure they are properly stored and maintained.
- Perform routine checks and maintenance on user workstations.
- Install and update antivirus software and ensure workstations have the latest security patches and updates.
- Establish clear escalation procedures for issues that cannot be resolved at Level 1.
- Work closely with Level 2 support to ensure smooth handover and effective issue resolution.
- Generate regular reports on help desk performance.
- Minimum of 1 year of experience in IT support or help desk roles.
- Basic knowledge of IT systems, hardware, and software troubleshooting.
- IAT level II certification and CompTIA A+ or equivalent.
- Excellent communication and customer service skills.
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