About the Help Desk Specialist Position
We're looking for a customer service oriented Helpdesk Specialist to provide technical support to users in an efficient and accurate manner. You're going to be on the company's front lines, and you will solve basic technical problems and provide support for all assigned areas. Your written and verbal communication skills must be excellent as we deal with clients ranging from receptionist to private banking CEO's
It'll be your job to make sure that customer issues get resolved, that we maintain the high standards set forth by the company, and the customer is satisfied.
Help Desk Specialist Responsibilities
Provide first level one-on-one contact and communicate resolutions to customer issues
Troubleshoot and resolve client computer software, hardware or network problems in a timely fashion
Install new software on clients computers including printer setup
Reset passwords, address malware infections, investigate antivirus alerts, and repair system,
Properly escalate unresolved questions to the next level of support
Track, route and redirect problems to correct resources
Document work done in ConnectWise ticketing system by recording the issue, outcome and resolution
Follow up with clients, provide feedback and see problems through to resolution
Use excellent customer service skills to exceed customers' expectations
Ensure proper recording, documentation, and closure of issues
Recommended procedure modifications or improvements as needed
Preserve and grow your knowledge of software, products, clients, and services
Help Desk Specialist Requirements
Proven working experience in providing help desk support
Proficiency in English
Working knowledge of Active Directory, Office 365 email, and using remote control software
Must have strong network troubleshooting skills
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation toward helping people with a calm, helpful, and empathetic demeanor
Knowledge of Windows 10, Microsoft Office applications, Office 365 email, and server management
Experience as a helpdesk support specialist, field support services, or network administration required. College degree not required.