Help Desk Specialist

MSTI is seeking experienced Help Desk Specialists to join our Information Technology Service Desk (IT SERVICE DESK) team. As a Help Desk Specialist, you will be responsible for providing remote support and customer service to our organization's internal and external customers. Your primary focus will be responding to customer inquiries, troubleshooting technical issues, and assisting with the resolution of complex problems. This is a crucial role in maintaining customer satisfaction and ensuring the smooth operation of our IT systems.

Responsibilities:

• Provide remote support: Respond to customer queries and technical issues via telephone, ticket queues, chat sessions, and other remote communication tools.
• Troubleshoot and resolve problems: Diagnose and resolve software, hardware, and network-related issues to ensure timely and effective problem resolution.
• Documentation and ticket management: Document all customer interactions, actions taken, and resolutions in the current ticketing system (e.g., Service Now) or any other required documentation system.
• Customer education: Assist customers with self-service options, educate them on available resources, and provide guidance to prevent future recurrences of technical issues.
• Assistance to Service Desk specialists: Collaborate with other Service Desk specialists in resolving complex technical problems by providing guidance, recommendations, and support.
• Perform software installations and configurations: Remote installation of software, system upgrades, network configurations, and troubleshooting to ensure optimal system performance.
• Track and update knowledge articles: Track knowledge articles for trouble ticket resolution and update them as necessary. Articulate instructions and provide guidance using the knowledge article information via chat, phone, and email support.
• Provide telephonic customer support: Assist customers via phone, providing IT troubleshooting solutions and ensuring timely issue resolution.
• Resolve end-user hardware and software problems: Troubleshoot and resolve hardware and software issues in accordance with the organization's standards and practices.
• Perform basic network functions: Verify network connectivity, IP addresses, connect to customer systems remotely, and coordinate with other service providers to troubleshoot network-related issues.
• Adhere to average handle time: Ensure that customer inquiries are handled within the prescribed average handle time. Escalate complex issues beyond the scope of expertise.
• Implement IT problem management solutions: Utilize problem management techniques and methodologies to address assigned tickets and reduce issues within the IT support environment.

Required Skills:

• High School Diploma; Associates Degree or higher desired.
• Desired IT Certifications: CompTIA A+; ITIL Foundation; Network+; HDI-CSR; Udemy IT Help Desk Professional; Microsoft Certified Desktop Support Technician (MCDST).
• Proficiency in laptop and desktop computers, operating systems, and hardware technologies.
• Strong customer service skills, both oral and written.
• Expertise in applying customer service and support principles, training methods, and problem resolution databases.
• Troubleshooting skills for desktop computers, laptop computers, applications, and software.
• Experience in remote installation of computer software and hardware.
• Familiarity with remote chat service delivery and the capabilities and limitations of equipment configurations, operating systems, and software applications.
• Knowledge of business operations within a service desk environment and related systems.
• Ability to multitask and assist multiple customers simultaneously via chat, telephone, or email.
• Familiarity with ticketing systems (e.g., Service Now) and documenting troubleshooting steps leading to resolution or escalation.
• Understanding of network connectivity, IP addresses, and remote connection software to perform basic network functions.
• Adherence to average handle time metrics and timely escalation of complex issues.
• Problem-solving skills and the ability to implement IT problem management solutions effectively.
• Must hold U.S. Citizenship or Permanent Resident Status.