Job Description

Job Title: Help Desk Specialist

Location: fully remote

Position Description

This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.

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Position Accountabilities:

· Respond to teammate support requests via telephone and email.

· Diagnose and resolve information technology hardware and software issues.

· Develop and maintain a professional level of proficiency within Information Technology.

· Identify and escalate situations requiring urgent attention.

· Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.

· Work with IT teammates to research and document problem resolutions.

· Work independently to research and resolve technical issues.

· Work with IT teammates in researching and writing technical documentation.

· Maintain knowledge of IT roles and responsibilities.

· Performs other related duties as assigned.

· Assist with maintaining hardware / software inventory.

Organizational Relationship

This assignment reports to the Supervisor – Help Desk

Qualifications

Education & Experience:

• High school diploma or equivalent and some computer training certification program.
• Degree in a computer technology field or related fields is preferred.
• Two plus years of experience and/or training; or equivalent combination of education and experience.

Knowledge & Skills:

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
• Strong working knowledge of Microsoft Operating Systems and Office productivity products.
• Ability to work on multiple assignments with minimal supervision.

Additional Information

**Thanks & Regards, **

Praveen Kumar,

Sr. Recruiter

Zillion Technologies Inc

E-mail: praveen(at)zilliontechnologies(dot)com

Phone: 571-814-3745