Help Desk Specialist Job Description Template
Our company is looking for a Help Desk Specialist to join our team.
Responsibilities:
- Resolve issues via phone and email, escalating when necessary;
- Assist colleagues as needed;
- Properly escalate unresolved issues to the next level of support;
- Position may require weekends or night work;
- Track, route and redirect problems to correct resources;
- Maintain a high level of ownership on assigned tickets;
- Follow up with customers, provide feedback and see problems through to final resolution;
- Diligent communication with clients and colleagues;
- Completing a daily review procedure;
- Punctuality in being at the Whittlesey office during business hours;
- Supports and collaborates with team members and other technical staff;
- Resolve service desk tickets on the C2MS contract within the required Service Level Agreement;
- Develops and edits customer and technical support knowledge base documentation;
- Maintain and return customers to normal IT Operations with the smallest possible impact;
- Provides over-the-phone and remote support to end users.
Requirements:
- Experience with special education environments;
- Ability to travel up to 25%
- Assisting colleagues as needed;
- 1+ years experience with building, installing, configuring Apple OS X and Mac hardware;
- 1-3 years experience with Microsoft Windows 10 Pro, Microsoft Office Suite;
- Working knowledge of;
- Ability to adapt and apply knowledge/skill to new technologies;
- Highly effective communication skills – oral and written;
- Experience troubleshooting Common Browser settings;
- Punctuality in being at the Whittlesey office during business hours;
- Completing a daily review procedure;
- 1+ years experience with Microsoft Office 365 Cloud Service;
- Diligent communication with clients and colleagues;
- Additional training will be required to support legacy systems;
- Strong interpersonal, communications, organizational and time management skills.