Help Desk Specialist 2
HonorVet Technologies
Title: Help Desk Technician
Location: Springfield, Massachusetts | 3 Days Onsite
Duration: 6+ Months
Job ID: 34310904
Hours Per Week: 40.00
Job Description:
Job Responsibilities:
Skills:
Education:
Location: Springfield, Massachusetts | 3 Days Onsite
Duration: 6+ Months
Job ID: 34310904
Hours Per Week: 40.00
Job Description:
- The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level.
- The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
- They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
- They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
- When a major problem is suspected, they alert the client community and team members. The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.
Job Responsibilities:
- Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed applications, hardware and software products supported by IT
- The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high-volume help desk call center environment
- Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
- Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
- Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
- Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity
Skills:
- Possess strong written and oral communication skills
- Exhibits exceptional Customer Service soft skills
- Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
- Illustrates high attention to incident description, detail and impact
- Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
- Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
- Call center environment
Education:
- Associates degree preferred; HS Diploma/ GED required
Vacancy posted 3 days ago
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