Technical Support Helpdesk

EMCO Technologies•Madison, AL

About The Position

The Technical Help Desk Specialist is responsible for first and second level support for all systems and services supported. This position provides effective diagnostic evaluation of end-user customer needs, and in call cases uses good judgment, responds in a timely manner, and resolves issues and complaints to the customer’s satisfaction. This position also requires accurate documentation and tracking to ensure timely resolution. Support and demonstration of EMCO Technologies values and expectation for customer satisfaction are fundamental to this team. Additionally, you must comply with all physical, data, and IT security, and health, and safety policies and procedures.

Requirements

First and second level support for all systems and services.
Effective diagnostic evaluation of end-user customer needs.
Accurate documentation and tracking.
Compliance with physical, data, and IT security, and health, and safety policies and procedures.

Responsibilities

Responds to and diagnoses problems through discussions with end-users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Provides support to end users on a variety of issues and serves as focal point for customer concerns.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.