Help Desk Specialist

2 days ago

Secaucus, New Jersey, United States Production Resource Group Full time
Job Summary:

The Help Desk Specialist role at Production Resource Group is a critical position that ensures the smooth operation of our computer systems. As a Help Desk Specialist, you will be the first point of contact for end-users, providing timely and effective resolution of technical issues. Your primary responsibility will be to receive, prioritize, and document help requests, and to actively resolve incidents in a manner that meets our Service Level Agreement (SLA) expectations.

Key Responsibilities:

• Provide first contact support to end-users via telephone, web portal, email, and chat
• Build rapport and elicit problem details from service desk customers
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Escalate incidents with accurate documentation to suitable technicians, when required
• Record, track, and document the service desk incident-solving process
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledge bases as needed
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level when remote tools are not appropriate
• Install antivirus software and ensure virus definitions are up to date
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure an incident has been adequately resolved
• Develop help sheets and FAQ lists for end-users
• Contribute to technician knowledge base as needed

Requirements:

• Two years of college-level training with a focus in IT or comparable bachelor's degree
• Minimum of 3 years of experience in technical IT customer service or a related field
• Multiple site experience preferred
• Competencies: knowledge of basic computer hardware, experience with desktop and server operating systems, extensive application support experience, working knowledge of a range of diagnostic utilities, familiarity with the fundamental principles of ITIL, exceptional written and oral communication skills, exceptional interpersonal skills, strong documentation skills, fluent English
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Physical Demands:

• 40-hour onsite work week
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

EEO and Disclosure:

Production Resource Group is an Equal Opportunity Employer. Production Resource Group is a drug-free work environment, pre-employment testing will be required. This is a safety-sensitive position and will require pre-employment drug screening. Production Resource Group LLC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Production Resource Group cares about the safety of our employees and applicants. Production Resource Group does not use chat rooms for job searches or communications. Production Resource Group will never request personal information via informal chat platforms or unsecure email. Production Resource Group will never ask for money or an exchange of money, banking or other personal information prior to an in-person interview. Be aware of potential scams while job seeking. For information on job scams, visit https://www.usa.gov/scams or file a complaint.

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