Help Desk Specialist

Job description: Help Desk Specialist

End2End Public Safety is an industry leader in public safety information management software since 1988. End2End serves a nationwide customer base with over 700 agencies and 1000’s of users. End2End develops software for CAD (Computer Aided Dispatch), RMS (Records Management Systems), Mobile Field reporting and Parking.

This position is responsible for providing customer support for the ARMS customers, via phone, email and chat. This is a highly technical position.

Examples of Work Performed:

·Provide technical support via phone and email for software applications.

·Record and Provide documentation outlining customer questions about the software in Help Desk System (FreshDesk.com) Escalate those IT tickets requiring additional resources when necessary.

·Capture all information related to the problem being recorded (screen shots, workflow leading up the problem, computer environment where the problem occurred (OS, Browser Used, Basic System Health, etc)

· Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.

·Quickly and accurately determine incident or problem scope and impact.

·Follow up on tickets at pre-defined intervals until resolved.

·Act as liaison between Customer and technical escalation team when tickets reach level 2 or level 3 support.

·Testing of new software

·Performing Online training for new and current customers

·Installation of applications. Assist in the software loading of applications and updates.

·Trouble shooting applications errors.

·Work with remote desktop connectivity to attach and correct PC problems from the main IT office.

·Assist in creating and setting up of demos, test environments, and templates to assist Application Trainers and all trainers in becoming more proficient with the application they use and train on.

·Work with the Microsoft Azure group to assist all SaaS customers with upgrades and technical questions.

This job presents a great opportunity to learn all aspects of the software industry. In addition to Help Desk and Support the position will gain knowledge working with Microsoft SQL Server, .NET and Microsoft Azure. You will gain valuable experience while working in this highly demanding support position developing skills such as:

·Customer Support

·Project Management

·Networking

·Azure Infrastructure

Requirements:

Education: Bachelor’s degree in Computer Science or related field

>2yr experience in technology/help desk is a plus.

Certification: Microsoft Certification - Minimum MTA within the first 12 months of employment.

Work Environment: Office in the Mobile Area with some Hybrid Work optional

Skills:

·Microsoft Office Applications

·Excellent verbal, written communication, and customer service skills.

·Exceptional problem solving and analytical capabilities with the ability to troubleshoot technical problems and perform (or identify) potential resolutions.

·Ability to work effectively in a fast-paced, high volume, deadline-driven environment.

·This is a highly technical position, not only requiring a great knowledge of the application but also the public safety environment.

Salary and Wage Information:

End2End offers a unique, fast-paced environment that not only fosters individual growth, but it also recognizes and rewards results. End2End employees enjoy a variety of benefits:

Full-Time/Salaried.

·Salary - $45,000 to $65,000 depending on experience and skills.

·Medical Insurance – BCBS Health/Principal, Life, Disability, Vision and Dental

·401k

End2End is an ‘At Will’ company, this job is not contractual.

Visit our web site at www.arms.com