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IT Help Desk Technician

2 months ago

Minneapolis, Minnesota, United States UFT Professional Services, LLC Full time

Job Title: Helpdesk (Customer) Support Specialist

About the Role:

As a Helpdesk (Customer) Support Specialist at UFT Professional Services, LLC, you will play a critical role in providing exceptional technical support to our customers. Your primary responsibility will be to troubleshoot and resolve technical issues related to our remote deposit capture products, ensuring a seamless experience for our clients.

Key Responsibilities:

  • Provide remote Level 1-2 support to customers, serving as their first point of contact.
  • Troubleshoot and repair ACH and X9 file formats using PowerShell and SQL Queries.
  • Read, understand, and troubleshoot PowerShell scripts.
  • Manage the transfers of files via FTP.
  • Provide full desktop, mobile device, and admin support for internal staff.
  • Perform web application update testing and document bugs appropriately.
  • Solve problems by utilizing training, knowledge, tools, and analytical skills while on call or processing a case.
  • Create, record, and resolve incoming requests for service.
  • Document and maintain detailed history of service tickets from start to finish.
  • Answer queue calls on a regular basis.
  • Provide a high degree of customer satisfaction, technical expertise, accuracy, and timeliness.
  • Alert management to recurring problems and large-scale issues.
  • Respond to questions from callers; remotely assist clients with technology problems.
  • Other duties as assigned by the Manager of Help Desk.
  • Implementation of remote deposit software and client training.

Requirements:

To succeed in this role, you will need to possess excellent technical skills, strong analytical abilities, and excellent communication skills. You should be able to work effectively in a fast-paced environment and be able to adapt to changing priorities.