Help Desk Specialist

Job Description:

• Provide excellent customer service while conveying confidence, knowledge and professionalism over the phone, email correspondence and during office visits.
• Serve as first and second-level support for telephone and e-mail inquiries on the Firm's software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department.
• Interact with users to identify, research, diagnose reported issues, and engage engineers to assist, as needed.
• Log all call activity in the Service Desk application.
• Assist with managing all hardware and software inventory.
• Test new applications prior to rollout.
• Assist with Setting up conference rooms remotely using fusion remote system and in person if necessary.
• Create and disable user accounts using Active Directory.
• Provide on-call afterhours and weekend support.
• Other Duties as assigned by Manager.

Qualifications:

• Strong technical background in computer hardware, software, and troubleshooting required.
• Proficient in Microsoft products (including Windows 11 and Office 365), with the ability to quickly learn and incorporate new releases and updates.
• Excellent written and verbal communication skills including the ability to communicate technical concepts to technical and non-technical users.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to effectively organize and manage multiple training initiatives simultaneously.
• Strong understanding of business goals and standards for customer service.
• Ability to work on own initiative.