The Help Desk Specialist will provide technical support for incidents and requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components.
Daily Tasks & Responsibilities
- Analyzes and resolves incidents/requests regarding use of application software or hardware.
- Logs and tracks incidents/requests from identification through resolution in incident management software.
- Communicates with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Documents resolutions and internal procedures & updates self-help and staff knowledge bases.
- Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
- Maintains and protects confidentiality with regards to all aspects of employee information.
- Provides after hours and on-call support as needed on a rotating schedule.
Essential Skills, Characteristics, & Experience
- 4+ years in a Help Desk Support role
- Mac experience is a plus
- Competency in MS Office Suite & Windows 7 operating systems.
- Basic User & Security Group administration through Active Directory
- Willingness to learn continuously evolving company & industry specific applications,
- Excellent written and verbal communication skills
- Excellent organizational & time management skills with strong attention to detai
