Help Desk Support Specialist
2 months ago
Focused HR Solutions is seeking a skilled Help Desk Support Specialist to provide top-notch technical support to our clients. As a key member of our team, you will be responsible for resolving software and hardware issues, providing exceptional customer service, and working collaboratively with our team to ensure seamless support.
Key Responsibilities- Technical Support: Provide Tier I support for our clients, analyzing, diagnosing, and resolving software and hardware issues associated with desktop computers and mobile computing devices.
- Incident Management: Employ Incident Management procedures to enter tickets into the Incident Management system, ensuring all calls are correctly recorded, classified, and assigned priority, urgency, and resources.
- Customer Service: Provide exceptional customer service skills, oral or typed communication to provide ticket status information to end users, and written communication to document issues and steps taken to resolve incidents.
- Team Collaboration: Work collaboratively with our team to identify information from meetings, training, and other sources to provide to the team during regular staff meetings.
- Professional Development: Stay up-to-date with new technologies by reading technical books or articles, attending classes, seminars, and forums, and participating in educational events.
- Education: Associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area.
- Experience: Prior Help Desk experience, proficient in communication skills both verbal and written.
Up to 40 hours, Tuesday through Saturday, 9 am - 6 pm as assigned by the manager to accommodate our clients.
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