Help Desk Support Specialist

Active Directory, Citrix, Customer service, Customer support, Help desk, Lenovo, Microsoft Exchange, Microsoft Office, Microsoft Outlook, Windows 10, Office 365, VPN, Technical support, Networking
Contract W2, Contract Independent, 6 Months
Work from home available

Job Description

Position Summary:

The Help Desk Support Specialist will be part of the Support Services team based in our Nashville, Tennessee location with a hybrid model of working remote. The ideal candidate will have a strong drive to excel in a fast paced environment. The primary responsibility of the Support Specialist is to provide technical support over the telephone to corporate and operational staff in over 20 different terminal locations. Qualified candidates must be available to work an after-hours on call rotation. The Support Specialist will have prior experience working in a professional support desk environment and must demonstrate a customer-care philosophy that reflects best-in-class service.


Primary Responsibilities:

  • Provide first and second level IT support, via the telephone, across multiple terminal and corporate locations, to an end user base that ranges from operations staff to corporate executives.
  • Effectively utilize technology resources (incident management software, knowledgebase, remote software, peers) to quickly resolve the client issue or escalate the incident to the correct subject matter expert.
  • Accurately document and update incident records.
  • Manage expectations for users who call in for support.
  • Contribute high quality documents to the support team’s knowledgebase.
  • Assist with the training and documentation for new hardware/software implementations.
  • Coordinate equipment purchases, upgrades and repairs with end users and hardware vendors.
  • Perform setup, configuration, upgrade and maintenance services to end user systems.

Required Skills:

  • At least 2 years of IT support desk experience, customer service experience is a plus.
  • Outstanding customer service skills to provide exceptional client support in a fast-paced environment
  • Knowledge of the following technology areas including (but not limited to):
    • General Networking
    • Active Directory
    • Remote Access/VPN
    • Microsoft Office 365 & Windows 7/10 OS
    • Lenovo laptops & desktops
    • Microsoft Outlook/Exchange
    • Citrix environment
    • Remote Control software (RDP, VNC)
  • Must be proactive, self driven, and able to resolve problems with minimal direction and oversight
  • Strong ability to multi-task and prioritize workload to meet call service levels and complete tasks on-time
  • Must be able to work in a team-focused environment to accomplish goals, tasks, and projects
  • Demonstrated initiative and drive to increase technical knowledge and client service skills
  • Convey a positive and professional image which will reflect favorably
  • Exceptional written and verbal communication skills which facilitates effective team collaboration

Other Desired Skills:

  • Terminal operations software experience such as: Navis SPARCS, Navis Express, Depot System, Tideworks
  • Stevedoring, terminal operations or transportation industry experience
  • Mobile Handheld and Vehicle Mounted Computers/Scanners
  • MCP, MOS, A+ Certifications
  • Past experience using call tracking and incident tracking software
  • Apple iPhone support experience
Dice Id : 10443932
Position Id : 7051316
Originally Posted : 2 months ago
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