Help Desk Specialist

Tusker • Duluth, MN

1d • $40,000 - $45,000

About The Position

Tusker is seeking a Help Desk Specialist to provide front-line support by quickly responding to, diagnosing, and resolving customer issues. The role uses a variety of tools and resources to address hardware, software, and internet-based trouble tickets, while handling difficult situations and communicating courteously and efficiently with customers and coworkers.

Requirements

• Strong written and excellent verbal communication skills, with close attention to detail.
• Ability to analyze data, draw appropriate conclusions, and ensure each task step is completed.
• Ability to follow directions, ask questions when steps are unclear, and grow in self-reliance.
• Ability to maintain confidentiality and discretion.
• Ability to balance quantity of work with quality of work.
• Reliability in completing tasks.
• Valid driver’s license and own transportation to customer sites as needed.
• Willingness to take on new tasks, learn new skills, and assist others.
• Ability to follow through until issues are confirmed resolved.
• Ability to provide thorough and timely documentation.
• Professional attitude and demeanor in written and verbal customer communications.
• Understanding of workstations, servers, security, wireless, network infrastructure, and related systems and topologies Tusker sells and services.
• General knowledge of the networking services industry and its products.
• At least 1 year of computer or networking experience.
• High school education or GED and post-secondary education in the field.

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 customers’ 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 maintain a high level of customer support.
• Provide and analyze reports on the health and service history of contracted customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED