Help Desk Specialist

2 weeks ago

Frankfort, Kentucky, United States Brooksource Full time

Job Title: IT Help Desk / Support Technician

Location: Frankfort, KY

Workplace Type: 100% Onsite

Employment Type: Long-term Contract

Pay: $20/hr for Tier 1 | $25/hr for Tier 2

Job Description:

We are seeking skilled IT professionals to join our client in Frankfort, KY for a Help Desk Technician opportunity. The client is looking for candidates at the Tier 1 and Tier 2 levels and are open to entry-level experience. These candidates will be responsible for a range of tasks, including troubleshooting, managing hardware requests, and providing user guidance.

Tier 1 Help Desk Responsibilities:

  • Basic Troubleshooting: Assist users with simple problems like login issues, password resets, and basic navigation.
  • User Support: Guide users on how to use the system's basic features.
  • Ticket Management: Track and categorize help requests, ensuring they are recorded correctly and solved quickly.
  • Escalation: Pass more complicated problems to the next support level.
  • Customer Service: Provide friendly and professional assistance to all users.

Tier 1 Help Desk Qualifications:

  • 0-3 years of experience in IT or customer support roles.
  • Phone technical support experience is preferred.
  • Ability to learn new software quickly.
  • Experience with Windows OS is helpful.
  • Clear communication skills to talk with users at all technical levels.
  • Ability to walk non-technical users through fixes in simple terms they can understand.
  • Strong attention to detail, with the ability to accurately document issues and follow procedures.

Tier 2 Help Desk Responsibilities:

  • Advanced Troubleshooting: Solve more complex system problems, like software bugs or data issues.
  • User Training: Teach users how to work with more advanced features and write simple guides.
  • Problem Analysis: Figure out what's causing recurring problems and help fix them.
  • Collaboration: Work with the Tier 3 team and system administrators to solve issues and improve the system.
  • Documentation: Keep system help articles and troubleshooting guides up to date.

Tier 2 Help Desk Qualifications:

  • 3+ years of experience in IT support or technical troubleshooting roles.
  • Experience working with a ticketing system, such as ServiceNow, JIRA, Zendesk, Remedy, etc.
  • Proven experience in phone technical support, with enterprise-level support being a plus.
  • Strong troubleshooting abilities for both software and hardware issues.
  • Clear and effective communication skills, especially when helping non-technical users.
  • Ability to walk non-technical users through complex fixes in a clear, understandable way.
  • Excellent problem-solving and customer service skills to provide a good experience for end-users.

About Brooksource: Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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