IT Help Desk

Cross Insurance•Augusta, ME

3d•$21 - $25•Onsite

About The Position

The IT Support Specialist ensures proper computer operation so end users can accomplish business tasks. The role receives, prioritizes, documents, and actively resolves end-user help requests, escalating incidents when appropriate to maintain service expectations. Problem resolution may involve diagnostic and help-request tools as well as in-person, hands-on desktop support.

Requirements

College diploma or university degree in computer science, or a minimum of one year of equivalent work experience.
Knowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktops.
Experience with desktop and phone operating systems, including Android, iPhone, and Windows 11.
Working knowledge of a range of diagnostic utilities.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning.
Ability to research a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in a user-friendly manner.
Highly self-motivated and directed.
Attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a fast-paced environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Deploy software using distribution tools and processes as requested by end users.
Provide first-contact support for incoming service desk requests by telephone, email, chat, and ticket system, ensuring courteous, timely, and effective resolution.
Prioritize incidents and service requests.
Escalate incidents with accurate documentation to the applicable group when required.
Record, track, and document the service desk incident-solving process through final resolution, including successful and unsuccessful decisions and actions.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge bases as needed.
Identify and learn the software and hardware used and supported by the organization.
Perform hands-on desktop-level fixes when remote tools are not appropriate, including hardware repairs, delivery of peripherals, and other necessary fixes.
Test fixes to ensure incidents have been adequately resolved.
Provide suggestions for continual improvement.