Desktop Support Specialist
5 days ago
Job Summary:
GREATLAND CORPORATION, a leading provider of web-based products and services for businesses, is seeking a highly motivated and experienced professional for the position of Desktop Support Specialist in our organization.
Key Responsibilities:
- Customer Support: Provide exceptional customer support to external users of our Yearli Desktop product by answering questions and resolving technical issues.
- Troubleshooting: Identify, investigate, and research user questions and problems for timely resolution utilizing all available resources.
- Technical Assistance: Respond to calls and tickets to provide program walkthroughs, tax form creation, e-file assistance, and resolve program technical issues.
- Installation and Troubleshooting: Install and uninstall various components for customers, as necessary, and troubleshoot data import issues.
- Documentation and Communication: Properly document support requests and customer interactions, and communicate with mid-level support staff to resolve more in-depth issues.
- Project Management: Manage SalesForce and Zendesk tickets to ensure customers are communicated with timely and issues are resolved in a timely fashion.
Qualifications and Experience:
- Pursuing an Associate Degree or equivalent from a two-year college or technical school, or equivalent combination of education and experience.
- Possesses attention to detail and ability to multitask.
- Experience with a variety of computer setups, operating systems, browsers, clearing cache/cookies, firewalls, Windows OS (versions 7, 8, 10, and 11), VMWare, and Remote Connections.
- Professional oral and written communication skills with the ability to relay technical descriptions to an audience with varying levels of technical ability and understanding.
- Respect for, and commitment to, securely and confidentially handling customer information.
- Basic to proficient keyboarding/typing skill.
- Possesses critical thinking and problem-solving skills.
Working Conditions:
General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
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