Helpdesk Specialist

Job Summary

The following reflects essential functions for this job but does not restrict the tasks that may be assigned. It is not all inclusive and may be expanded to include other duties and responsibilities as the company may deem necessary.

• Respond to user inquiries and provide technical support via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Aid users in installing and configuring computer systems and applications.
• Analyze and identify the root cause of technical problems.
• Utilize troubleshooting techniques to resolve hardware and software issues promptly.
• Escalate complex problems to higher-level support teams when necessary.
• The ability to conduct self-guided research to resolve unfamiliar issues.
• Maintain accurate and detailed records of user interactions, technical issues and solutions provided.
• Document common issues and create knowledge base articles for self-help.
• Provide basic training to end-users on software and hardware usage.
• Create user guides and documentation for commonly used applications.
• Collaborate with other IT associates and related teams to resolve complex issues.
• Stay informed about new technologies and updates to provide up-to-date support.
• Deliver excellent customer service by ensuring timely and effective communication.
• Manage and set expectations with users regarding issue resolution timelines.

Responsibilities

The following reflects essential functions for this job but does not restrict the tasks that may be assigned. It is not all inclusive and may be expanded to include other duties and responsibilities as the company may deem necessary.

• Respond to user inquiries and provide technical support via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Aid users in installing and configuring computer systems and applications.
• Analyze and identify the root cause of technical problems.
• Utilize troubleshooting techniques to resolve hardware and software issues promptly.
• Escalate complex problems to higher-level support teams when necessary.
• The ability to conduct self-guided research to resolve unfamiliar issues.
• Maintain accurate and detailed records of user interactions, technical issues and solutions provided.
• Document common issues and create knowledge base articles for self-help.
• Provide basic training to end-users on software and hardware usage.
• Create user guides and documentation for commonly used applications.
• Collaborate with other IT associates and related teams to resolve complex issues.
• Stay informed about new technologies and updates to provide up-to-date support.
• Deliver excellent customer service by ensuring timely and effective communication.
• Manage and set expectations with users regarding issue resolution timelines.

Qualifications

• 1 year of related experience or education
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work independently and as a member of various teams and committees
• Prominent ability to handle multiple projects and meet deadlines
• Possess a strong sense of urgency
• Strong interpersonal skills
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Demonstrated sound judgement with the ability to make timely and sound decisions
• Ability to effectively communicate with people at all levels and from various backgrounds

Physical Requirements

While performing the duties of this job, the employee is frequently required to do the following:

• Lift and move up to 25 pounds without assistance.

Work Environment

Some of the work time is spent in a warehouse environment where temperatures are often warm or cool, depending upon the season, and noise level can be moderate to high.

Equal Opportunity Employer

Randstad Digital welcomes people of all abilities and wants to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay Offered

The pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits Package

• Medical, prescription, dental, vision, AD&D, and life insurance offerings
• Short-term disability
• A 401K plan (all benefits are based on eligibility)

Application Instructions

This posting is open for thirty (30) days.