Helpdesk Specialist 1 - IT Support Services

Choctaw Nation of Oklahoma•Durant, OK

5d•Onsite

About The Position

The Help Desk Specialist provides technical support with a customer first mindset by listening, building rapport, documenting requests, and attempting to remotely resolve requests in a timely manner. This includes receiving, prioritizing, documenting, and actively remotely resolving end user help requests.

Requirements

High School Diploma or equivalent certifications related to IT fields
Basic Knowledge of computer hardware, including PC, servers, switches, and routers
Basic Knowledge of desktop and server operating systems, including current and up to 2 previous versions of Windows OS, macOS, and Windows Servers
Ability to absorb information quickly
Excellent attitude, phone etiquette, written, and verbal communication, and people skills
Strong interpersonal skills, with a focus on rapport building, listening, and questioning skills
Ability to prioritize and execute tasks in high-pressure environment

Nice To Haves

Education/Certification or relative work experience preferred

Responsibilities

Respond to telephone calls, emails, and other Help Desk intake channels supporting the customer's technical issues and requests in a professional and courteous manner.
Document, track, and monitor issues to ensure timely resolution and SLA compliance. Maintain accurate trouble ticket entries in the ITSM platform.
Identify, research, resolve, and escalate technical problems using established processes.
Utilize critical thinking skills, prioritize incoming customer requests, and efficiently assess situations for appropriate response. Seek clarification if work is not clear.
Apply IT principles, methods, and practices in customer service and support to identify and resolve issues and requests.
Perform remote troubleshooting steps for common hardware and software systems, including laptops/desktops, basic network troubleshooting, a basic understanding of client/server environment, local and networked printers, monitors, mobile device support, and office phones.
Educate users on solutions and provide documentation as needed.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or request.
Troubleshoot Windows/MAC Operating Systems, Microsoft 0365 applications, and basic Active Directory tasks.
Other duties as assigned.