Help Desk Specialist I/II

MSM Technology, LLC • Seattle, WA

4d

About The Position

Provides IT support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Follows escalation procedures for escalating tickets and incidents to higher Tiers for further troubleshooting and resolution.
Responds to telephone calls, email and personnel requests for technical support with professionalism and high end user satisfaction.
Documents, tracks and monitors the problem to ensure a timely resolution.
Supports the creation and maintenance of SOPs, FAQs, user training, and other technical documentation to support deliverable requirements, internal team needs, and to share with end users to support self-resolution.
Familiarity with standard IT concepts, practices, and procedures.
Other duties as assigned.

Requirements

• Positions available at varying experience levels including 0-2 and 2-4 years.
• AA degree or equivalent experience.
• Relevant IT certification like Comptia A+ or Security+ preferred but not required.

Responsibilities

• Provides IT support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Follows escalation procedures for escalating tickets and incidents to higher Tiers for further troubleshooting and resolution.
• Responds to telephone calls, email and personnel requests for technical support with professionalism and high end user satisfaction.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Supports the creation and maintenance of SOPs, FAQs, user training, and other technical documentation to support deliverable requirements, internal team needs, and to share with end users to support self-resolution.
• Familiarity with standard IT concepts, practices, and procedures.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree