Desktop Support Specialist
4 weeks ago
Greatland Corporation is seeking a motivated and experienced professional for the position of Desktop Technician Intern or LTE in our office.
Key Responsibilities:
- Respond to calls and tickets to provide program walkthroughs, tax form creation, e-file assistance, and resolve program technical issues.
- Troubleshoot issues and utilize internal tools to provide accurate information in response to product and form-specific inquiries.
- Install and uninstall various components for customers, as necessary.
- Troubleshoot data import issues and explain necessary steps to resolve import errors to the customer.
- Research and interpret errors for proper escalation handling by mid-level support.
- Manage SalesForce and Zendesk tickets to ensure customers are communicated with timely and issues are resolved in a timely fashion.
Qualifications & Experience:
- Pursuing an Associate Degree or equivalent from 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.
Scope of Accountability:
This position does not have managerial responsibilities.
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