Help desk specialist

JOB SUMMARY : Responsible for initial triage and resolution of basic remote support requests.

POSITION RESPONSIBILITIES :

Technical :

• Follow detailed processes to deliver consistent results
• Provide basic support of Microsoft’s core business applications and other line-of-business applications
• Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
• Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
• Provide basic support of network security solutions
• Provide basic support and management of VoIP systems
• Onboard and Offboard users through Active Directory
• Provide support of backup and disaster recovery solutions
• Provide basic support of VPNs and RDS
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Provide after-hours support per scheduled on call rotation

Operational :

• Triage incoming service tickets
• Resolve quick fix tickets as scheduled
• Escalate and schedule service tickets that require higher level or onsite support
• Resolve RMM tickets
• Provide live answer help desk support
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Document internal processes and procedures related to duties and responsibilities

QUALIFICATIONS / SKILLS :

• Strong verbal and written communications skills
• Strong technical diagnostic skills
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Technical awareness : ability to match resources to technical issues appropriately.
• Understanding of technical support tools and techniques used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment

CREDENTIALS AND EXPERIENCE :

• 1-2 years of Help Desk Support experience
• Microsoft MCP of Current OS or completion within 3 months of employment
• A or Network preferred
• Seniority Level
• Associate
• Industry
• IT Services and IT Consulting
• Employment Type
• Full-time
• Job Functions
• Information Technology

Last updated : 2024-03-23