Help Desk Support: I

About the Job
Job Description
Our client is seeking a Help Desk Support I Specialist for a contract opportunity.
Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.
Essential Responsibilities
Our client is seeking a Help Desk Support I Specialist for a contract opportunity.
Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.
Essential Responsibilities
- Provides resolution of technology problems that are escalated from Level 1 Service Desk.
- Provides assistance and direction to Level 1 Service Desk analysts as needed.
- Monitors outstanding issues to ensure both response and resolution times are met.
- Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
- Acts as backup for the Company Genius Bar by being fully versed on all IT solutions.
- Motivates the team and stakeholders to act without direct authority.
- Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
- Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
- Performs software installations and data backup and recovery for end users
- Leads and assists on various projects regarding new applications or technology.
- Creates and maintains knowledgebase articles.
- All other duties as assigned.
- Associate Degree in related field or equivalent experience preferred
- Minimum of 2+ years experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
- Professional Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL is a plus
- Experience with Active Directory, remote desktop tools, and ticketing systems
- Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
- Experience with RingCentral and NICE InContact is a plus.
- Expert knowledge of software, hardware, systems, and applications used by Company associates.
- Excellent analytical and problem-solving skills to diagnose and resolve related problems.
- Able to interact effectively with Executive and all other levels of Company employees.
- Able to work efficiently on multiple tasks and projects at any given time.
- Strong technical, analytical, and critical thinking skills
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