SERVICE DESK SUPPORT SPECIALIST

About the role

Under general supervision, provide technical software and hardware problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed and pass more complex end-user problems on to Level II, Level III teams. Identify, diagnose, and resolve Level One issues for end users in a call center environment, including telephone calls, chats, electronically submitted incidents and on-site. Ability to work in a fast pace call center with multiple priorities while handling end users’ requests. Analyze and solve end-user problems related to but not limited to network and local printers, PC and mobile hardware, specialized applications, e-mail, internet, Wi-Fi and local-area network access. Support and implement company procedures and policies. Handle stock intake and processing. Order and configure mobile devices for end users. Perform other duties of a similar nature or level.

Responsibilities

• Provide technical software and hardware problem resolution to all computer users
• Perform question/problem diagnosis and guide users through step-by-step solutions
• Communicate technical solutions in a user-friendly, professional manner
• Provide one-on-one end-user training as needed
• Escalate complex end-user problems to Level II, Level III teams
• Identify, diagnose, and resolve Level One issues for end users (telephone, chat, electronically submitted incidents, on-site)
• Work in a fast‑paced call center handling multiple priorities
• Analyze and solve end‑user problems related to network/local printers, PC/mobile hardware, specialized applications, e‑mail, internet, Wi‑Fi, LAN access
• Support and implement company procedures and policies
• Handle stock intake and processing
• Order and configure mobile devices for end users
• Perform other duties of a similar nature or level

Requirements

• Associates degree or equivalent work experience
• Valid Driver’s License in the state of employment
• Effective verbal and written communications skills
• Strong analytical problem-solving skills and excellent customer service skills
• One year of technical work experience and one year of call center/help desk experience preferred
• Operating Systems including Windows based systems and mobile IOS
• Computer hardware fundamentals including printers
• Computer software application including installation and troubleshooting
• Troubleshooting simple and complex desktop computer related problems
• Fundamental understanding of networking technologies
• Internet technologies and products; basic understanding of electrical safety procedure