Help Desk Specialist

The Helpdesk Specialist will provide technical support to users in an efficient and accurate manner. This position will solve basic and advanced technical problems and provide support for all departments and employees within the company. The goal is to make sure that customer value is maintained to the standards set forth by the company. RESPONSIBILITIES: Determine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of supportProvide accurate information on IT products or servicesRecord events, problems, and their resolutionIdentify and suggest possible improvements on proceduresRespond to requests for technical assistance in person, via phone, chat or emailDiagnose and resolve technical hardware and software issuesFollow standard help desk proceduresAdministrate help desk softwareFollow up with customers and users to ensure complete resolution of issuesAnalyze recurring problems and solutionsStay current with system information, changes and updatesTrain computer users as necessaryClean up computers physically and digitallyUse AIDET and other Customer management skillsAssist the IS Team Members and Management is other assigned tasksMaintain an accurate list of all company owned IT Assets and which users are assigned to themKeep company devices up-to-date/in-compliance using MDM, MAM, and prescribed security practicesDocument any system changes related to procedures and credentialsMonitor and report on users not complying with IS policiesMake sure new hires have the appropriate devices and accounts by their start dateComply with company IT Policy, IRPs, and RPOs as necessaryWork as directed by IS Management

Tech savvy with working knowledge of Microsoft products including Windows and OfficeGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issuesCustomer-oriented with customer service and conflict resolution skillsProblem solving and organization skills; Project management a plusExcellent communication skillsPrevious helpdesk or customer service experience preferred