Help Desk Support Specialist

The Help Desk Support Specialist provides network and telecommunication systems support and provides technical assistance and basic instructions over the phone.

This position is located in the Brooklyn Heights/Independence area of Cleveland.

Responsibilities/Duties/Functions/Tasks: 

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests from users experiencing computer related technology problems as first-level triage for users both on-site and remotely
• Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error
• Instructs users on the basic use of equipment, software, and manuals
• Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy
• Adds, deletes, and revises user names on network and all required systems, as needed
• Reset passwords and unlock user accounts on various systems
• Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management
• Loads specified software based on job function and business need
• Support VoIP communication software such as Microsoft Teams, Zoom and RingCentral
• Support audio conferencing devices
• Refers computer hardware problems to technical staff for correction
• Updates/reloads defective or inadequate software packages to user computers
• Maintains user accounts and security access on network and other systems as required
• Updates and maintains departmental specific Standard Operating Procedures and software documentation
• Complete all required training applicable to assigned position
• Additional duties as requested or required

 Qualifications:

• One year certificate from college or technical school in computer science or data processing
• A minimum of 1-year relevant experience or an equivalent combination of education, training, and experience
• Must possess good organizational skills, be adaptable, and be able to prioritize tasks
• Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed
• High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication.
• Ability to work a schedule of 7am-3:45pm, Monday - Friday

Knowledge of and experience with: 

• Microsoft Windows 10 and 11
• Microsoft Office applications
• Active Directory including the setup, maintenance, and removal of user accounts
• Remote desktop software used to provide remote customer support
• Knowledge of Microsoft Endpoint Configuration Manager, VPN, and print services is a plus

Compensation and Benefits:

• $20/hr to start, depending upon experience
• Paid Time Off (PTO) – 16 days annually 8 Company-paid holidays
• Competitive benefits – Medical, Rx, Dental, Vision, Life and Disability Insurance after 30 days and 401(k)
• Promotional opportunities within the firm
• Fun participation in community involvement initiatives, office parties and competitions
• Employee Perks Available from Verizon, Vehicle Manufacturers, Local Movie Theaters, Theme Parks and more!!
• On site “Bistro To Go” vending and fresh foods available
• Free parking

Weltman is an Equal Opportunity Employer committed to Excellence through Diversity!