Help Desk Support Specialist

4 days ago


Salem, Oregon, United States Generis Tek Inc. Full time
Job Summary

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.
Requirements
  • 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.
About Generis Tek Inc.

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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