Helpdesk Specialist 1

The Help Desk Specialist provides technical support with a customer first mindset by listening, building rapport, documenting requests, and attempting to remotely resolve request in a timely manner. This includes receiving, prioritizing, documenting, and actively remotely resolving end user help requests.

Tasks:

1. Respond to telephone calls, emails, and other Help Desk intake channels supporting the customer’s technical issues and requests in a professional and courteous manner.

2. Document, track, and monitor issues to ensure timely resolution and SLA compliance. Maintain accurate trouble ticket entries in the ITSM platform.

3. Identify, research, resolve, and escalate technical problems using established processes.

4. Utilize critical thinking skills, prioritize incoming customer requests, and efficiently assesses situations for appropriate response. Seek clarification if work is not clear.

5. Apply IT principles, methods, and practices in customer service and support to identify and resolve issues and requests.

6. Perform remote troubleshooting steps for common hardware and software systems, including laptops/desktops, basic network troubleshooting, a basic understanding of client/server environment, local and networked printers, monitors, mobile device support, and office phones.

7. Educate users on solutions and provide documentation as needed.

8. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or request.

9. Troubleshoot Windows/MAC Operating Systems, Microsoft 0365 applications, and basic Active Directory tasks.

10. Other duties as assigned.

High School Diploma or equivalent certifications related to IT fields

Basic Knowledge of computer hardware, including PC, servers, switches, and routers

Basic Knowledge of desktop and server operating systems, including current and up to 2 previous versions of Windows OS, macOS, and Windows Servers

Ability to absorb information quickly

Excellent attitude, phone etiquette, written, and verbal communication, and people skills

Strong interpersonal skills, with a focus on rapport building, listening, and questioning skills

Ability to prioritize and execute tasks in high-pressure environment

Education/Certification or relative work experience preferred