IT Service Desk Support

About the role

Taylor Corporation is seeking a Service Desk Support role; this role is crucial in providing initial support to employees / users, ensuring that their issues are resolved quickly or escalated appropriately. The ideal candidate will have excellent communication skills and a basic understanding of software troubleshooting. Standout candidates will be excellent problem-solvers with outstanding communication and end user service skills.

Objectives of this role

• Provide quick and effective assistance with information technology systems
• Guide end users remotely through systems configuration, troubleshooting, and maintenance
• Listen attentively to end users' questions and concerns and offer optimal solutions
• Prioritize end user satisfaction in all communications, directing unresolved issues to next-level personnel

Responsibilities

• Respond to tech inquiries via email, through online chats, over the phone, or in person
• Inform end users about IT products and services
• Walk end users step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with end users to ensure satisfactory service
• Communicate end user feedback to the appropriate internal team members

Requirements

• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional end user service
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems
• Experience working as an IT help desk technician or in a similar end user support role

Preferred qualifications

• Bachelor's degree in Information Technology, Computer Science or related field preferred, but not required
• Proven experience in customer service or technical support role is advantageous
• Strong communication skills, both written and verbal, with a customer focused approach
• Familiarity with Window and MacOS operating systems
• Basic understanding of networking concepts
• Proficiency in Microsoft Office Suite and other common software applications
• Ability to work independently and collaboratively in a fast-paced environment
• Exceptional problem-solving skills and attention to detail

Pay

The anticipated hourly rate for this position is $20.50.