Help Desk Specialist

2 weeks ago


Pasadena, California, United States Eleven Recruiting Full time
Job Title: Help Desk Specialist

We are seeking a skilled Help Desk Specialist to join our team at Eleven Recruiting. As a Help Desk Specialist, you will provide second-level technical support to internal users, focusing on resolving escalated issues and supporting executives and users across multiple locations.

Key Responsibilities:
  • Handle escalated technical issues from first-level support, providing in-depth troubleshooting and timely resolution for PC hardware, software, and network issues.
  • Provide personalized and priority technical support to executives, ensuring minimal downtime and seamless technology experiences.
  • Offer on-site and remote support for users across various locations, addressing issues related to Windows OS, Microsoft Office, network connectivity, and peripherals.
  • Manage help desk tickets through Jira Service Management, ensuring swift resolution in accordance with SLAs and prioritizing executive and high-priority users.
  • Deploy and configure PCs, monitors, and peripherals for new users, system upgrades, and office relocations, both for in-office and remote employees.
  • Assist in managing user accounts, permissions, and security policies within Active Directory and other enterprise systems.
  • Maintain and update technical documentation, procedures, and knowledge base articles, including detailed notes on troubleshooting steps for complex issues.
  • Communicate effectively with users at all levels, providing clear updates and resolutions. Tailor communication style to meet the needs of executives and other stakeholders.
  • Work closely with IT colleagues and third-party vendors to resolve more complex infrastructure or application-related issues.
Qualifications:
  • Proficient in Windows operating systems (Windows 10/11), Microsoft Office Suite, and PC hardware, with a strong ability to troubleshoot and resolve escalated technical issues.
  • Demonstrated experience with Jira Service Management or similar ticketing systems, managing escalations, and ensuring SLA adherence.
  • Previous experience providing dedicated technical support to executive-level users, understanding their unique needs and expectations.
  • Familiarity with supporting users in different locations, both on-site and remotely, with remote desktop tools.
  • Strong analytical skills with a demonstrated ability to resolve complex technical issues independently and efficiently.
  • Excellent verbal and written communication skills, particularly in explaining technical issues to non-technical users, including executives.

We are looking for a skilled and experienced Help Desk Specialist to join our team at Eleven Recruiting. If you have a strong background in technical support and a passion for delivering excellent customer service, we encourage you to apply for this exciting opportunity.


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