Technical Help Desk

The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone, or from a remote location.

Responsibilities

• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Serve as a dedicated DSS resource, handling incoming cases with urgency and precision, including weekend hotline coverage.

Qualifications

• Associate's degree in a computer-related field or equivalent training required.
• 5-7 years of experience required.
• Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Proficiency in managing Windows environments including user accounts, permissions, and system updates.
• Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.

Skills

• Excellent customer service orientation, with a focus on clear communication, empathy, and responsiveness to user needs.
• Ability to work collaboratively in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.
• Log crawling and ability to comb through large datasets.
• A fundamental understanding of SQL.
• A basic understanding of scripting or programming with the ability to identify and follow syntax.

Pay

Payrate: $29.00 - $30.00/hr. Pay Transparency: The typical base pay for this role across the U.S. is: $29.00 - $30.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.

Benefits

• Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus.
• Sick leave and mobile phone reimbursement provided based on state or local law.