IT HelpDesk Support Specialist (ITHSS)
About The Position
At AmaWaterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, AmaWaterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other—with genuine care, warmth and respect. AmaWaterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for. We invite talented, motivated professionals to explore our career opportunities and begin their journey with AmaWaterways today. SUMMARY: This position is primarily responsible for managing tickets through an online help desk system and phone. Creating and maintaining tickets will also be a priority as well as managing client appointments by performing the following duties.
Requirements
- Associate degree (AA) or equivalent from two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations.
- Ability to write reports, business correspondence and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
- Ability to apply concepts such as fractions, percentages, ratios and proportion to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Knowledge of and proficiency in: Contact Management Systems, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software.
- Certification as an A+ PC Technician.
- Communication and interpersonal skills
- User Training
- Problem solving and analytical skills
- Proven working experience in providing HelpDesk support.
- Previous experience in a Level 1 HelpDesk role in a large organization.
- Experience supporting local area network (LA), PC operating systems and desktop software.
- Experience in PC Hardware configuration.
- Working knowledge of HelpDesk software, databases, and remote control.
- Customer service orientation.
Nice To Haves
- Certification as a Microsoft Certified Professional (MCP) highly desirable.
- Certification as a Microsoft Certified Solutions Expert (MCSE) highly regarded.
Responsibilities
- Assists our Network Administrators providing first and second level support for all our clients including workstation support, Microsoft Office support, printer setup and troubleshooting, user network connections, ShoreTel phones, and remote workplace technologies.
- Monitors all ‘High’ and ‘Major’ priority IT HelpDesk issues and properly escalate unresolved queries to the next level of support to ensure prompt resolution.
- Monitors IT HelpDesk records and analyzes reports, take preventative action to ensure Service Levels are met across the IT operational group.
- Performs hardware relocations, and re-configuration (e.g. personal computers (PC) and telephone).
- Provides telephone and customer facing support for initial fault diagnosis; liaises with customer throughout to ensure satisfactory resolution of problem.
- Creates and coordinates live webinars and on-demands which includes coordinating kickoff and setup, maintains files to accreditation standards, verify accuracy of materials, writes moderator scripts, hosts and moderates webinars, and sets-up of virtual classrooms.
- Updates customer data and produces activity reports.
- Walks customers through problem solving process.
- Follows up with customers, provides feedback, and sees problems through resolution.
- Utilizes excellent customer service skills and exceeds customers’ expectations.
- Ensure proper recording, documentation, and closure.
- Recommendation procedure modifications or improvements.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
