IT Help Desk Specialist

Responsibilities

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues
• Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies
• Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed
• Log and track calls and maintain history records and related problem documentation
• Maintain an exceptional level of service and adhere to contractual customer performance requirements
• Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service

Requirements

• Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent
• Associate’s degree in computer science or related discipline and/or comparable work experience
• Strong understanding of help desk support principles including documentation and issue ownership
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
• Strong analytical skills and reasoning ability to identified solutions to technical issues
• Able to effectively communicate technical information to both customers and management in written and verbal form
• Able to independently manage your time and handle multiple tasks
• Flexibility to work extra hours as required