Help Desk Support Specialist (On Site)
Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times.
Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
Commitment to documenting knowledge in the form of knowledge base tech notes and articles
Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner
Assists with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
Follows all IT standard processes and procedures along with monitoring license compliance.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
Provides Helpdesk, Deskside and Walkup hardware and software support as needed.
Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident.
Provides general knowledge of all Customer standard products as defined per engagement.
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.