Job Description:
• Answer incoming calls to Help Desk, providing telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues.
• Troubleshoot problems and provide immediate resolution, or perform additional research as needed to resolve issues.
• Perform root cause analysis and develop checklists for typical problems.
• Recommend procedures and control for problem prevention.
• Set clear and reasonable expectations as to resolution and time frame.
• Escalate problems to others as needed.
• Document issues and resolution on tracking system.
• Perform receiving function for incoming IT related hardware and software.
• Image and set up new and reconfigured personal computers.
• Share problem resolutions and unique cases with others on team to add to information knowledge base.
• Contribute to updated policies and procedures as needed.
• Discuss products, support and troubleshooting with hardware and software vendors as needed.
What You Need to Succeed:
• Computer aptitude required
• Ability to diagnose and troubleshoot software and hardware problems
• Excellent customer service and interpersonal skills; good telephone etiquette
• Ability to attain established customer service standards
• Excellent organizational and time management skills
• Strong verbal and written communication skills
• Demonstrated problem-solving skills
• Ability to establish and maintain a high level of customer trust and confidence
• You meet the physical requirements that go with working as a Help Desk Support Specialist – Extensive sitting, phone and computer use. May participate in weekly on-call rotation.
- Computer aptitude required.
- Ability to diagnose and troubleshoot software and hardware problems.
- Excellent customer service and interpersonal skills; good telephone etiquette.
- Ability to attain established customer service standards.
- Excellent organizational and time management skills.
- Strong verbal and written communication skills.
- Demonstrated problem-solving skills.
- Ability to establish and maintain a high level of customer trust and confidence.
