Help Desk Specialist I

About the role

The Help Desk Specialist supports staff by resolving hardware and software issues, providing support to end users and their devices, and providing technical assistance related to computer systems and various IT equipment.

Responsibilities

• Troubleshoot complex technical issues and provide timely and effective solutions.
• Assist in maintaining the ticket queue by thoroughly and efficiently processing requests and documenting resolutions within tickets.
• Ensure call handling, email communication, and other electronic communications are processed according to department SLAs and policies.
• Create training documentation for end users; prepare documentation for operational desktop software, system software, and device hardware, and assist/train associates on complicated issues.
• Respond to queries related to IT equipment and applications, run diagnostic programs to isolate issues, and implement solutions.
• Follow up with staff to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Coordinate the installation, repair, and upgrades of computer hardware, software, and peripherals for users.
• Perform Preventative Maintenance (PM) on end-user devices within scheduled periods.
• Maintain the highest standards of customer service in accordance with company policies and procedures.
• Collaborate with other internal IT department personnel to provide support on issues outside the scope of individual knowledge or expertise.
• Other duties as assigned by management.

Requirements

• Associate’s degree in Computer Science, Information Technology, Business Technology, or related field of study, or equivalent work experience.
• A+ certification or similar designation is a plus.
• Knowledge of spreadsheet software, word processing software, and internet software.
• Strong typing skills and attention to detail.
• Professional phone presence and excellent verbal and written communication skills.
• Ability to work promptly and regularly, take direction, and collaborate effectively with others.
• Ability to work under the stress of deadlines, concentrate, perform accurately, and adapt to change productively.