Help Desk Support Specialist – Direct Hire

Duration: Direct Hire 
Location: Greensboro, NC

Compensation: $45-55k/yr (Depending on Experience)

 

DESCRIPTION 

A IT Help Desk Support Specialist is responsible for providing technical assistance, support and upgrades related to computer systems, hardware, or software. This Specialist will respond to tickets and queries and should have the abilities to run diagnostic programs, isolate problems, and determine and implement solutions. This Candidate should be prepared to oversee computer systems for business groups and offer support to the system's users. The Specialist maintains, updates, and manages ticket system and works to keep the system operational during business hours.

 

A IT Help Desk Support Specialist must have good technical knowledge and should be able to communicate effectively \in order to understand problems and explain solutions. To be a successful Help Desk Specialist, this Candidate should be well-versed in all aspects of computer systems configuration, set up, upgrades, and maintenance. The Candidate must also be customer-oriented and patient in order to deliver an exceptional support experience to our customers.

RESPONSIBILITIES

• Offboarding / terminating user computers by restoring system to base configuration
• Upgrading to current standards and prepare for redeployment
• Onboarding new employees by connecting the computers physical components and configuring the operating system to access network, which may include upgrading the hardware and software
• Determining which software, tools and access rights new hires need based on business divisions systems requirements.
• Serving as the point of contact for customers seeking technical assistance through our helpdesk ticketing system
• Directing new tickets to the appropriate IT support resource
• Directing unresolved issues to the next level of support personnel
• Responding to tickets either in person, email, or over the phone
• Providing technical assistance, support, and resolution for tickets, queries and issues related to computer systems, software, and hardware
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Walking the customer through the problem-solving processes
• Installing, modifying, upgrading, building, and repairing computer hardware and software
• Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Providing accurate information and recommendations on IT products or services
• Recording events and problems and their resolution in helpdesk system
• Following-up with users and update status and information in helpdesk
• Passing on any feedback or suggestions by customers to the appropriate internal team
• Identifying and making recommendations on procedure improvements
• Educating and / or training users on basic functionality and navigation on their computer systems
• Maintaining technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Being at work on time is important to this position because the duties of this job are completed daily (Timely and regular attendance is an expectation of performance for all employees)

QUALIFICATIONS

• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to deploy, configure, upgrade, and support operating systems on desktop and mobile devices
• Understanding and appreciation for information security within systems and user devices
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, and time
• Must be proficient with a computer hardware and Windows operating systems
• Previous working experience as an IT Help Desk Technician or Specialists for 2+ year(s)
• Tech savvy with a strong working knowledge of office automation products, databases, and remote support
• Good understanding of computer systems, mobile devices, and other technology products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Minimum of 2 years of experience as an IT Help Desk Support Specialist, or Systems Administrator
• Ability to work some nights and weekends to perform system updates and upgrades

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. The job requires on-site presence and may allow occasional remote work when approved by management.

Category Code: JN008