Help Desk Specialist (Entry Level) at DigiFlight, Inc. Columbia, MD

Help Desk Specialist (Entry Level) job at DigiFlight, Inc.. Columbia, MD. Core Responsibilities: Provide technical support: Answer user inquiries, troubleshoot hardware and software problems, and guide users through solutions. Troubleshoot and diagnose: Identify the root cause of technical issues and implement appropriate solutions. Document and track issues: Log all incidents, including descriptions, troubleshooting steps, and resolutions, for future reference. Escalate complex issues: Forward unresolved problems to higher-level IT personnel for further investigation and resolution. Maintain and update knowledge base: Contribute to the creation and maintenance of a knowledge base of common issues and solutions. Provide training and guidance: Assist users with basic IT skills and provide guidance on using company software and hardware. Follow up on resolved issues: Ensure that users are satisfied with the solutions provided and follow up on any outstanding issues. Maintain accurate records: Keep detailed records of all support requests, including the problem, solution, and resolution time. Monitor system performance: Monitor system performance and identify potential problems before they escalate. Stay current with technology: Keep up-to-date with the latest IT trends and technologies. Communicate effectively: Communicate clearly and concisely with users, both verbally and in writing. Provide excellent customer service: Be patient, helpful, and understanding when dealing with users who may be frustrated or unsure of how to use technology. #J-18808-Ljbffr