Help Desk Support Specialist
4 days ago
The Help Desk Analyst will provide internal service desk support services, including provisioning, setup, configuration, and continued administration and support of end-user technology. This role requires frequent user interaction to troubleshoot problems, provide support, and communicate about resolutions and timelines.
Key Responsibilities- Assist end-users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
- Document, track, and monitor problems to facilitate timely resolutions.
- Provide level 1 and occasional level 2 user support for end-user technology, including hardware, software, printers, file storage, information services, telephony equipment, and mobile devices.
- Receive and respond quickly to user or technology issues to deliver responsive technical support and communication.
- Analyze issues and, if possible, resolve matters immediately to meet customer needs.
- Thoroughly document issue details, troubleshooting steps, and resolution to build a technical support knowledge base and support reporting metrics.
- Independently manage workload and share anticipated resolution timelines when additional work is required to ensure issue follow-up occurs and customers are informed.
- Identify likely next steps for resolution and route issues to appropriate team members when escalation or transfer is required to facilitate seamless support transition.
- Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
- Assist with technical training to ensure agency staff are prepared for changes and can use tools effectively.
- Provide subject matter expertise, serving as a willing source of knowledge and a change champion.
- Monitors end-user technology to quickly address performance, security, or usability problems.
- Configures, installs, and maintains end-user technology to ensure technology is current, secure, supported, licensed, and aligned to agency and enterprise technology standards and reference models.
- Assists in maintaining an inventory of all IT assets, including physical assets, licenses, and subscriptions, to support informed IT planning and decision-making.
Generis Tek Inc. is a boutique IT/professional staffing firm based in Chicagoland. We offer both contingent labor and permanent placement services to several Fortune 500 clients nationwide. Our philosophy is based on delivering long-term value and building lasting relationships with our clients, consultants, and employees.
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