-
Answer incoming calls to Help Desk, providing telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues.
-
Troubleshoot problems and provide immediate resolution, or perform additional research as needed to resolve issues.
-
Perform root cause analysis and develop checklists for typical problems.
-
Recommend procedures and control for problem prevention.
-
Set clear and reasonable expectations as to resolution and time frame.
-
Escalate problems to others as needed.
-
Document issues and resolution on tracking system.
-
Perform receiving function for incoming IT related hardware and software.
-
Image and set up new and reconfigured personal computers.
-
Share problem resolutions and unique cases with others on team to add to information knowledge base.
-
Contribute to updated policies and procedures as needed.
- Discuss products, support and troubleshooting with hardware and software vendors as needed.
-
Computer aptitude required
-
Ability to diagnose and troubleshoot software and hardware problems
-
Excellent customer service and interpersonal skills; good telephone etiquette
-
Ability to attain established customer service standards
-
Excellent organizational and time management skills
-
Strong verbal and written communication skills
-
Demonstrated problem-solving skills
-
Ability to establish and maintain a high level of customer trust and confidence
-
You meet the physical requirements that go with working as a Help Desk Support Specialist – Extensive sitting, phone and computer use.
-
May participate in weekly on-call rotation.