Helpdesk Support Specialist

Position Summary

The Help Desk Support Specialist role is to ensure proper computer operation so that end users can accomplish their daily business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance, and receiving, prioritizing, documenting, and actively resolving end user help

requests in a timely and accurate fashion while providing superior customer service.

Primary Functions

As a Help Desk Support Specialist, you will have four key areas of responsibility:

Customer Support:

Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding technology issues and queries

Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then

patiently walks the customer through the problem-solving steps

Setup desktops, laptops, and thin clients

Load software packages such as networking components, operating systems, and various

applications

Use your critical thinking skills to assist users in maximizing use of computing systems

Develop, document, and conduct various training and instruction for end users on OS and other

applications

Assists with security related monitoring such as Anti Virus, patching, and other assigned tasks.

Technical Trouble-shooting:

Use critical thinking skills to provide superior support remotely via phone, using remote tools or

onsite

Troubleshoot software and hardware failures and provide end-users with solutions or escalate

issue

Install hardware and peripheral components like docking stations, printers, keyboards and

monitors

Take ownership of user incidents/requests and follow up the status on behalf of the user and

communicate progress in a timely manner

Assists in creation of documentation and developing processes to assist the IT department in

expanding the knowledge base of the Service Desk

Ticket Maintenance:

Prioritize and work on service desk tickets in the internal ticketing system

Escalates incidents to escalation teams to ensure customer resolution

Provides timely communication (oral/written) to the IT team regarding quality issues to

determine acceptability or course of action

Follows documented processes to insure tickets are created and closed promptly to meet

or exceed customer expectations and department goals.

Assists in monitoring support queues to insure SLAs are exceeded.

Project Work:

Assist in the development, documentation and communication of better practices and

procedures and techniques to ensure that the team is providing the best possible service to our

customers.

Department specific projects like asset management, licensing, mobile phones, and

printers when not on the phone.

Maintain inventory and troubleshoot all company cell phones

Other duties as assigned to assist the IT Team and develop professional skillsets

Educational Requirements:

High School Diploma or equivalent

A Plus Certification preferred

Linux Plus Certification preferred

Security Plus Certification preferred

Network Plus Certification preferred

Experience & Qualifications:

1 year of customer support experience in an IT environment.

1-3 years Service Desk experience preferred

Working knowledge of Windows, MS Office, and basic troubleshooting for hardware, software,

and operating systems.

Healthcare industry experience preferred, but not required.

Possess detective like trouble shooting skills, is analytical and process oriented to work with our customers by providing first and second level Service desk support for both on premise and remote users.