Help Desk Specialist III

Inland Imaging•Chandler, AZ

2d•$22 - $35•Onsite

About The Position

The Help Desk Specialist III for Nuvodia is a regular, full-time position working daytime hours onsite in Chandler, AZ. As the initial or escalated phone contact for clients, the senior help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation. The Help Desk III must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Requirements

Bachelor’s Degree in related field or equivalent experience
Four years of related experience including--
Experience of technical helpdesk experience
Experienced in PC hardware installation, configuration, and troubleshooting.
Proficiency in Windows Operating Systems
Proficiency in Office365/Azure/etc.
Must be able to pass a background check
Eligible employees must be able to pass a post-offer, pre-employment drug test.

Nice To Haves

Understanding of Windows Server, Citrix, Backup, Virtualization, Active Directory, NTFS Permissions, and video conferencing preferred.
Previous experience working for a Managed IT Services (MSP) preferred
Experience with the following computer applications is highly desired:
ConnectWise Manage or like professional services automation (PSA) tool
ConnectWise BrightGauge or like business intelligence (BI) tool
IT Glue or like knowledge base tool
n-Able N-Central or like remote management and monitoring (RMM) tool
Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio

Responsibilities

Enters, prioritizes, and escalates service tickets via the ticket system.
Maintains professional positive attitude that communicates our brand to our clients.
Resolves general IT problems (hardware, PC, networking, domain, software, etc.) in a timely manner.
Responds promptly to customer needs, escalates difficult customer situations, and solicits customer feedback to improve service.
Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing problems.
Loads appropriate PC software packages such as operating systems, networking components, and office applications.
Works independently to Resolves general IT problems (PC hardware, PC software, etc.) in a timely manner.
Develops deployment strategies for introducing new technologies into existing environments, i.e. new software, software patches, new hardware, hardware upgrades.
Takes the lead of help desk resources within projects as necessary.
Will take ownership of escalated tickets, using the engineering team as a support mechanism when needed.
Invests time training and mentoring more junior team members.
Provides oversight, tracking, and reporting on the status of escalated tickets.
Analyzes systems logs and identifies potential issues with computer systems.
Addresses scheduled downtimes, plans for and responds to service outages and other problems.
Works with Manager to assign specialized tasks
Researches unresolved IT issues for applications and unresolved software and IT application issues.
Monitors queue e-mail request folders
Provides support and/or coverage to meet queue needs based on department needs and team availability.
Other duties as assigned.
Occasional regional travel, weekend work and on-call rotation will be required.
Ability to maintain strict confidentiality.
Honest, pleasant manner, and good personal hygiene.
Free of alcohol and drug abuse.
Ability to access multiple worksites in a timely manner.
Excellent communication and interpersonal skills.
Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment.
Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
Rotates to other shifts and locations as needed
Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location
Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals