Help Desk Specialist

Position Summary:

We are seeking a customer-focused and technically proficient Helpdesk Specialist to join our client’s team in a full-time capacity. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a solid understanding of Windows environments, Active Directory, and Microsoft Office. If you enjoy problem-solving, providing outstanding support, and working in a collaborative team environment, we encourage you to apply.

Job Responsibilities:

• Inbound call experience required
• Serve as the first point of contact for end-users seeking technical assistance through email and phone
• Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance
• Break down technical processes and deliver clear, step-by-step instructions in user-friendly terminology
• Improve user references by writing and maintaining documentation.
• Participate in development of user training programs by identifying learning issues and recommending instructional language
• Escalate unresolved issues to the appropriate team by logging tickets with accurate and required information
• Update job knowledge by participating in educational opportunities and meetings as required

Qualifications / Skills:

• Organizational skills
• Time management
• Problem solving
• PC Support proficiency
• Verbal communication
• Windows proficiency
• Active Directory proficiency
• Exchange proficiency
• A positive approach to problem-solving
• Microsoft Office proficiency
• Strong documentation skills
• Customer service (Over the phone and in person)
• Teamwork

Education, Experience, and Licensing Requirements:

• High school diploma, GED, or equivalent
• 1 year IT helpdesk related experience
• Prior information technology or systems administration experience required
• Familiarity with telephone, office, and point-of-sale software.
• Call center experience