We are looking for a customer service-oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. In this role, you will be considered as the front liner, you will solve technical problems, and provide support throughout our entire nationwide company.
Majority of the work will include close coordination with the Office Manager. This will not be a direct reporting scenario, but the communication will need to be seamless, and the individual hired will need to be able to take direction from this person as well as report to MN IT.
Respond to support requests through various forms (walk-up, phone, email, ticketing)
Provide helpdesk support and resolve problems to the end user s satisfaction
Respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Image and configure computers for users
Support Windows 10, and Office 2016
Utilize and maintain the helpdesk tracking software
Support of Apple iOS and Android
Assist with onboarding of new users
Install, test and configure new workstations, peripheral equipment and software
Provide end-user support by providing limited desk side training in operating hardware and software.
Conference room software maintenance, assistance setting up/trouble shooting for larger meetings, Webex / Proximity, etc.
Employee workspace set up of phone, computer, iPad, etc. This is both in the office and at jobsites, as necessary.
Remote desktop assistance- we have many travelers here in the SW and this is important.
Inventory maintenance and tracking.
Addition support with the Plotter and Toshibas would be a plus.
Recycle / label old equipment.
Knowledge, Skills and Abilities:
Strong customer service skills
Strong interpersonal skills
Working knowledge of computers and computer applications
Work independently and as a team member to move the team toward the completion of goals
Clearly conveying and receiving information and ideas through a variety of media to individuals or groups.
Explain technical concepts in non-technical terms to clients and staff
Interacting with others in a way that gives them confidence in one s intentions and those of the organization
Ability to search knowledge articles, obtain and enter customer information and navigate through IT ticketing system
Good organizational, multi-tasking and time-management skills
Good listening skills and the ability to learn quickly and apply themselves
Ability to work under tight timelines, manage stress appropriately, be flexible and available