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Help Desk Support Specialist
2 months ago
The Help Desk Analyst I (HDAI) delivers Tier 1 technical support to internal team members, clients, partners, and hardware such as computers, telephones, mobile devices, and printers. This role is responsible for providing routine support for end users with IT-related requests and issues, evaluating, prioritizing, and completing incoming tickets in a professional and courteous manner.
Key Responsibilities:- Provides routine support for end users with IT-related requests and issues.
- Evaluates, prioritizes, and completes incoming tickets in a professional and courteous manner.
- Follows standard Help Desk operating procedures and protocols to accurately log all requests using established ticket tracking software.
- Resolves routine hardware and software issues, and coordinates work escalations with the appropriate technical resource or group for more complex issues.
- Maintains a high degree of professionalism while delivering outstanding customer service.
- Notifies IT management of all critical requests and issues.
- Learns the skills to fix commonly used software, hardware, and other equipment.
- Provides solutions, advice, and/or recommendations in a quick and timely manner.
- Provides knowledge transfer of important information to fellow Help Desk Analysts.
- Provides follow-up to team members and other support staff to ensure issue resolution and high degrees of customer satisfaction.
- Able to read, write, and speak English.
- Successfully pass and maintain acceptable background checks and security clearances.
- Associate degree plus 1 year of experience providing end-user technical support preferred.
- Excellent verbal and written communications skills.
- Ability to provide excellent customer service.
- Ability to plan, organize, and coordinate work assignments.
- Ability to establish and maintain effective working relationships with others.
- Conscientiousness and accuracy in record-keeping and documentation.
- Expertise in performing multiple tasks at the same time without errors.
- Proficient in Microsoft Office (Word, Excel, and Outlook).
- Knowledge in SQL a plus.
Data Dimensions is an equal opportunity employer and welcomes applications from diverse candidates. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
