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

Be part of a dynamic, growing IT Company! KLH Consulting, Inc. is based out of Santa Rosa and has been in business since 1980. We serve thousands of clients both domestic and international. KLH has had significant growth over the past 10 years and that growth is accelerating due to our focus on excellent customer service and our focus on our primary vertical markets; Wine, Healthcare, and SMB. KLH is looking for hardworking, intelligent people, that are interested in new opportunities and that want to be part of a culture of excellence.