Help Desk Support Specialist
3 weeks ago
Trust Tech, LLC is seeking a skilled Help Desk Technician to provide technical support to our staff and clients. As a Help Desk Technician, you will be responsible for resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.
Key Responsibilities:- Provide first-level technical support to internal and external customers via phone, email, and in-person
- Monitor and address IT services, ensuring minimal downtime and optimal performance
- Resolve technical issues using available tools and following established procedures
- Assist in creating and maintaining Standard Operating Procedures for repeatable tasks
- Manage inventory and check-in/check-out procedures for Trust Tech hardware resources
- Coordinate with engineering staff to schedule tasks and resolve complex issues
- Review and update Help Desk documentation as assigned
- Recommend process improvements to management
- Analyze data for regular reports distributed to internal and external customers
- Log problems and resolutions accurately in the Service Order management system
- Educate customers on technical issues and provide solutions
- Maintain in-depth knowledge of Help Desk supported products and services
- Test and report results of new services and changes to existing services
- Participate in training and certification programs to enhance support delivery
- 3+ years of experience in end-user support/help desk environment
- Excellent communication skills and ability to provide IT services via various channels
- Industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft Technology Associate (MTA) IT Infrastructure
- Advanced support/troubleshooting knowledge of Microsoft Windows, ChromeOS, and iOS Operating Systems
- Productivity software such as Microsoft Office and Adobe Acrobat
- Virus and system health monitoring and remediation
- Data backup solutions and services
- Desktop and laptop computer hardware and peripherals
- Printer support
- Basic to intermediate support/troubleshooting knowledge of TCP/IP networks, DNS, DHCP, firewall concepts, and configuration
Moderate physical effort is required. Most work is performed while sitting, using a desktop or laptop. Site visits will require standing, walking, and/or climbing stairs. Lifting of equipment up to 50lbs. unassisted may be required at times.
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