Help Desk Support Specialist

2 weeks ago


Sheboygan, Wisconsin, United States Accuity Full time
Job Summary

We are seeking a skilled Help Desk Representative to provide exceptional customer service to our internal and external customers. As a Help Desk Representative, you will be the primary point of contact for resolving technical issues and providing support for various software applications and computer hardware.

Key Responsibilities
  • Respond to customer inquiries and resolve technical issues in a timely and professional manner.
  • Provide first-level technical support for computer software and hardware issues.
  • Document and track user inquiries or problems assigned to the technical support or application development teams.
  • Offer one-on-one end-user assistance on a variety of software applications and computer hardware.
  • Manage problem recognition, research, isolation, resolution, and follow-up.
  • Set and reset user passwords to applicable systems.
  • Log and track incidents with Service Now.
  • Prepare standard statistical reports, including Help Desk incident reports.
  • Analyze incident reports and make recommendations to improve efficiency.
  • Provide telephone, chat, Service Now incident, and one-on-one support in the use of company software applications.
  • Monitor and control a pool of IT assets such as laptop computers and MiFis that can be used by employees for special needs.
  • Develop or revise user training manuals and procedures.
Requirements
  • High School diploma. Additional coursework in computer systems preferred.
  • Experience with general desktop computer hardware and software support, Help Desk, or a related field preferred.
  • Insurance knowledge is desirable.
Preferred Qualifications
  • Ability to provide quality customer service.
  • Ability to do in-depth research.
  • Strong problem-solving skills.
  • Excellent interpersonal skills and a high level of energy, enthusiasm, and cooperation.
  • Strong organizational skills, attention to detail, and ability to multitask.
  • Strong technical skills. Understanding of basic computer terminology, desktop and laptop computers, local and remote access methods, LAN & WAN, distributed and mainframe environments.
  • Proficiency in using and supporting a variety of computer software applications such as e-mail, word processing, spreadsheets, and presentation tools.
Equal Employment Opportunity

Acuity is an Equal Employment Opportunity employer. We consider applicants and employees for positions and evaluate them without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other protected Federal, State/Province, or Local status unrelated to the performance of the work involved.



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