Help Desk Specialist

· Provide Technical Support: Serve as the first point of contact for users experiencing technical issues via phone, email, chat, or in person.

· Troubleshoot and Diagnose: Analyze problems to determine the cause and guide users through step-by-step solutions for hardware, software, operating system, and network connectivity issues.

· Ticket Management: Log, prioritize, track, and document all support interactions and resolutions in a help desk ticketing system (e.g., ConnectWise, Zendesk, Jira).

· Escalation: Properly escalate unresolved or complex issues to higher-tier support teams, such as network administrators or software developers, and follow up with the user until resolved.

· System Maintenance and Setup: Install, configure, and perform minor repairs on computer equipment, peripherals, and software for new and existing employees.

· User Account Management: Perform account management functions, including creating new user accounts, resetting passwords, and managing permissions in systems like Active Directory or Microsoft 365.

· Documentation and Training: Create and maintain technical support documentation and training materials (e.g., user guides, FAQs, SOPs) to improve user self-help capabilities and internal procedures.

o Proficiency in various operating systems (Windows, Linux, macOS) and common business applications (Microsoft Office/365, Adobe products).

o Working knowledge of basic networking concepts (TCP/IP, LAN/WAN) and printer troubleshooting.

o Experience with remote desktop and diagnostic tools.

o Familiarity with help desk ticketing systems.

· Customer Service Orientation: Patience, empathy, and a commitment to providing excellent customer satisfaction.

· Communication Skills: The ability to translate technical information into non-technical terms, both verbally and in writing.

· Problem-Solving: Strong analytical and diagnostic skills to identify and resolve issues efficiently.

· Attention to Detail: Meticulousness in logging issues, documenting steps, and ensuring proper closure of tickets.

· Multitasking & Prioritization: Ability to manage a high volume of requests simultaneously and prioritize tasks in a fast-paced environment., * High school or equivalent (Required), * Technical Support: 1 year (Required)

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance