Help Desk Specialist

Tusker•Duluth, MN

13d

About The Position

Tusker is seeking a Help Desk Specialist to provide front-line support by responding to, diagnosing, and resolving customer issues involving hardware, software, and internet-based services. The specialist supports customers and coworkers with courtesy and efficiency, including in difficult situations, and uses a variety of tools and resources to address service needs. The role provides phone, remote desktop, and server support; monitors customer server health and service alerts; and manages assigned work through the ticketing system. The specialist tracks tickets through completion, ensures work meets customer service-level agreements and timelines, escalates repeated or unresolved issues to the Service/Engineering Manager, manages monitoring and management software configurations, and reports on the health and service history of contracted customers.

Requirements

At least 1 year of computer or networking experience.
High school education or GED and post-secondary education in the field.
Understanding of workstations, servers, security, wireless, network infrastructure, and the systems and topologies Tusker sells and services.
General knowledge of the networking services industry and its products.
Strong written communication and excellent verbal communication skills, with attention to detail.
Ability to sort through data, draw appropriate conclusions, and complete all steps of a task.
Ability to follow directions and ask questions when specific steps have not been provided, while developing greater self-reliance.
Ability to maintain confidentiality and discretion.
Ability to balance quantity and quality of work and reliably complete tasks.
Valid driver’s license and own transportation to customer sites as needed.
Desire to take on new tasks, learn new skills, and assist others.
Professional attitude and demeanor in written and verbal customer communications.

Responsibilities

Provide phone support to Tusker customers, including remote desktop and server support.
Monitor and perform routine server health checks for maintenance customers.
Monitor service alerts from various tools and identify and resolve related issues.
Review, follow up on, and complete assigned activity in the ticketing system.
Monitor the service board and ensure tickets are worked within customer service-level agreements and promised timelines.
Track work progress to ensure open service tickets continue moving toward completion.
Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
Manage configuration changes to monitoring and management software to support customer service.
Provide and analyze reports on the health and service history of contracted customers.
Document work thoroughly and promptly, and follow through until issues are confirmed resolved.
Maintain professional communication with customers and coworkers.