Associate Help Desk Specialist II

Role Summary

The Senior Support Center Specialist role is a contract, with a potential for conversion. This position requires providing high-quality technical support to end users, addressing a range of hardware, software, and connectivity issues. The specialist serves as a frontline support representative, ensuring timely problem resolution and excellent customer service while supporting IT projects and process enhancements.

Responsibilities

• Serve as the initial point of contact for customer technical issues via phone and email, delivering clear and effective communication.
• Apply strong customer service skills to meet or exceed end-user expectations.
• Accurately record, document, update, and close incidents and service requests in the ticketing system.
• Recommend and implement process improvements to enhance team efficiency and service quality.
• Assist in developing, mentoring, and training team members on support procedures.
• Escalate unresolved incidents to the appropriate support levels, providing detailed issue descriptions.
• Respond to inquiries, troubleshooting local, network, and application-related problems for end users.
• Perform advanced diagnosis of hardware, software, and connectivity issues.
• Collaborate with IT teams on hardware/software upgrades, testing, and special projects.
• Create and maintain knowledge base articles, procedures, and documentation to facilitate issue resolution.
• Follow up with end users to confirm satisfactory resolution of issues and maintain ongoing communication.
• Manage a high-volume caseload efficiently, providing prompt and professional support.
• Work flexible hours, including after-hours, weekends, and holidays, as needed for support coverage.

Qualifications

• Minimum of 5 years of experience in support desk or technical support roles.
• Proven ability to achieve high first-contact resolution rates.
• At least 5 years supporting and troubleshooting network connectivity.
• Working knowledge of ITSM systems, remote support tools, Windows 10/11, and Microsoft 365.
• Experience providing remote support via Citrix and VPN technologies.
• Strong verbal and written communication skills tailored for client-facing support.
• Advanced troubleshooting, problem-solving, and multitasking abilities.
• Excellent customer service orientation with a commitment to high-quality support.
• Willingness to work after hours, including weekends and holidays, as needed.

Publishing Pay Range

Publishing Pay Range: $30.00 – $32.00 hourly This position is based in office and requires employee to work on-site.