Service / Help Desk / Technical Support

Help Desk Specialist

Full Time Gillette, WY, US

Salary Range: $27.20 To $33.45 Hourly

We’re a hardworking crew with the creativity to get it done and the determination to say YES. We go the extra mile on making it happen for our customers – with “turn it up and twist the knob off” service.

The Helpdesk Specialist will provide technical support to users in an efficient and accurate manner. This position will solve basic and advanced technical problems and provide support for all departments and employees within the company. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support

Provide accurate information on IT products or services

Respond to requests for technical assistance in person, via phone, chat or email

Diagnose and resolve technical hardware and software issues

Follow standard help desk procedures

Follow up with customers and users to ensure complete resolution of issues

Train computer users as necessary

Clean up computers physically and digitally

Use AIDET and other Customer management skills

Maintain an accurate list of all company owned IT Assets and which users are assigned to them

Document any system changes related to procedures and credentials

Monitor and report on users not complying with IS policies

Make sure new hires have the appropriate devices and accounts by their start date

Comply with company IT Policy, IRPs, and RPOs as necessary

Tech savvy with working knowledge of Microsoft products including Windows and Office

Good understanding of computer systems, mobile devices, and other tech products

Customer-oriented with c ustomer service and conflict resolution skills

Project management a plus

Previous helpdesk or customer service experience preferred

Visionary is often on the cutting edge of new technology deployments and works in a multitude of different situations with many different entities. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, marital status, parental status, Pregnancy or maternity status, genetic information, sexual orientation, gender identity or expression, transgender status or reassignment, veteran's status, political affiliation, age or disability. Or any other status protected by applicable Federal, State or local law.

Visionary Communications, Inc. is an EEO Employer- Minorities/Women/Disabled/Veterans.

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