Help Desk Specialist
About The Position
The Helpdesk Specialist will provide technical support to users in an efficient and accurate manner. This position will solve basic and advanced technical problems and provide support for all departments and employees within the company. The goal is to ensure that customer value is maintained to the standards set forth by the company. Visionary is often on the cutting edge of new technology deployments and works in a multitude of different situations with many different entities. A successful candidate will be a critical thinker, willing to both come up with new solutions and work with existing team members to collaborate on a best way forward in unique situations.
Requirements
- Tech savvy with working knowledge of Microsoft products including Windows and Office
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Customer-oriented with customer service and conflict resolution skills
- Problem solving and organization skills
- Excellent communication skills
Nice To Haves
- Project management a plus
- Previous helpdesk or customer service experience preferred
Responsibilities
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support
- Provide accurate information on IT products or services
- Record events, problems, and their resolution
- Identify and suggest possible improvements on procedures
- Respond to requests for technical assistance in person, via phone, chat or email
- Diagnose and resolve technical hardware and software issues
- Follow standard help desk procedures
- Administrate help desk software
- Follow up with customers and users to ensure complete resolution of issues
- Analyze recurring problems and solutions
- Stay current with system information, changes and updates
- Train computer users as necessary
- Clean up computers physically and digitally
- Use AIDET and other Customer management skills
- Assist the IS Team Members and Management is other assigned tasks
- Maintain an accurate list of all company owned IT Assets and which users are assigned to them
- Keep company devices up-to-date / in-compliance using MDM, MAM, and prescribed security practices
- Document any system changes related to procedures and credentials
- Monitor and report on users not complying with IS policies
- Make sure new hires have the appropriate devices and accounts by their start date
- Comply with company IT Policy, IRPs, and RPOs as necessary
- Work as directed by IS Management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
