Help Desk/Desktop Specialist

Job Description

Summary:

The Help Desk/ Desktop Specialist is the firm’s first contact to our end users.

We are searching for an upbeat IT Specialist with excellent customer service skills to provide technical support in an efficient and accurate manner.

This position must possess strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Solving technical problems, providing support and resolutions, all while making sure that our customers value is maintained above the standards set forth by our company. This position requires knowledge of computer hardware and software that is typically used in a desktop environment by end users. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance. This role will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. Some advanced knowledge and troubleshooting of networks and servers may be required

We support a diverse client base with users of varied levels of technical expertise, so being customer focused and patient is essential for success.

Duties:

Provide timely and courteous response to client requests for assistance with their network; desktop / laptop / thin client; email; internet access; remote and mobile solutions; Windows Operating System; Microsoft Office and third party applications

Remotely access client systems to resolve reported issues

Communicate in a friendly and courteous manner to reassure clients experiencing system difficulty, to remotely troubleshoot system problems; and to advise of progress toward resolution and completion of work

Maintain accurate incident report details and client documentation in established ticketing system

Troubleshoot and resolve a wide range of technical support calls within terms established in the Company’s service level agreements (SLAs)

Ability to resolve issues at client sites as needed.

Occasional on-call responsibilities

Troubleshoot and resolve a wide range of hardware and software support calls both remotely and onsite, as needed

Repair, maintain, upgrade and document desktop, laptop and server hardware, software and peripheral equipment

Assist the Network Consultants and Senior Network Engineers to identify potential performance bottlenecks, increase uptime, improve response times, and quickly resolve problems.

Assist Information Security team in eradicating high-risk vulnerabilities.

Assist other IT staff by identifying which IT Support Requests should be given top priority based on the business function or the urgency of the request

Qualifications:

3+ years’ experience supporting desktop-level solutions / consulting industry

Experience with Microsoft Windows 7, 8, 10 and Mac OS

Experience with Microsoft Office 2010, 2013 and 2016

Experience with anti-virus technologies

Experience with anti-spam technologies

Experience with malware technologies

Experience with Microsoft Exchange and Office 365

Experience with remote access solutions

Experience with Mobile Device Management

Experience with Skype for Business

Experience using ticketing, monitoring & remote support tools (preferred)

Experience with virus/malware protection, detection and removal

Experience with Thin Client technologies

Strong customer service and troubleshooting skills

Experience using ticketing, monitoring & remote support tools (preferred)

Experience working in ConnectWise (a plus)

Experience in Healthcare or eCW(electronic Clinical Works) (a plus)

Motivated, inquisitive, self-starter with a desire to learn and succeed

Bachelor’s Degree preferred (in any field, not necessarily IT related)

Current MCP certification

Must pass background check

Ability to flexibly work in the office and in the field

Attributes:

Excellent communication skills - ability to communicate project status and key issues effectively to clients and management verbally and in writing

Customer focused with a professional manner and presentation

Determine work priorities for yourself and others in accordance with project plans, timelines, fluid work demands, and implementation policies and practices

High level of customer focus and satisfaction

Energetic self-starter with the ability to learn/grow in position

Ability to take ownership of tasks and have accountability to follow through

Ability to think logically

Excellent time management skills

Detail oriented

Superb problem-solving skills and ability to perform work in accord with established company policies, procedures & priorities

Able to sit and answer phones for a long period of time

Ability to function in an office environment

Fluent spoken and written English

Other relevant experience:

eCW (electronic Clinical Works) application

SQL Database Admin

Network diagnostic and monitoring software

Disaster Recovery planning and implementation.Company Description

Join KLH Consulting, Inc., a dynamic and rapidly growing IT Company, voted as one of the best places to work in Sonoma County for the past 5 years in a row! Located in Santa Rosa and with over 44 years of operational excellence, we cater to an expansive portfolio of clients both domestically and internationally. The significant growth KLH has experienced over the past decade is a testament to our dedication to superior customer service. Our client base extends across various industry segments such as Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction, and more. We're currently seeking diligent, intelligent individuals eager for new opportunities and passionate about being part of a culture that fosters excellence.

Full-time