Address
Form of workSUMMARY
As a Help Desk Support Specialist I, you will be responsible for offering technical assistance and support to users facing challenges with computer hardware, software, and various technology products. Your role involves troubleshooting, diagnosing issues, and providing guidance to users via phone, email, or in-person interactions. You will also play a crucial part in maintaining detailed records of technical problems and their resolutions to enhance future support procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Providing customers, a first point of contact through our helpdesk via phone, email, or ticket.
- Delight our Clients with a Friendly, Quick, and Helpful Experience.
- Provide the Client with basic remote troubleshooting.
- Use our Ticketing System to work on and resolve Helpdesk Tickets and Service Requests.
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well-maintained.
- Split tickets that have multiple issues identified.
- Make sure that tickets are not "stale" throughout the process.
- Review the RMM dashboard and apply remediation actions as our Processes indicate.
- Review regularly scheduled/automated actions as indicated by our Processes.
- Escalate tickets that require a Senior Helpdesk Engineer support.
- Communicate the ticket status to the client every step of the way and notify them of any changes or outages related to their issue.
- Follow Standard Operating Procedures (SOPs) for daily /weekly recurring tasks.
- Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change.
- Contribute to the process of innovative change effectively.
- Undertake other duties as required by the supervisor & Director of Technology
PREFERRED QUALIFICATIONS/EXPERIENCE/EDUCATION
- Experience using a Ticketing system.
- Experience providing support via remote tools.
- Experience handling Technical Service Tickets
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
- Strong understanding of operating systems, business applications, printing systems, and network systems
- Patience and composure under pressure.
TYPICAL PHYSICAL AND MENTAL DEMANDS
Requires excellent communication and follow through skills. Occasionally dealing with high stress service issues relating to timely IT support and output results. This position is active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and/or move items over 50 pounds. Works constantly (67% to 90% of the time) on the phone and computer delivering service. Must be able to move around workplace and between different office locations
TYPICAL WORKING CONDITIONS
Requires constant contact with staff and public. Work is performed in air conditioned/heated facilities. Requires exposure to outside elements up to 10% of the time.
SPECIAL EQUIPMENT
The InterMed Group promotes an equal employment opportunity work force which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see the COO or President should you have any questions about this policy or these job duties.
THIS DESCRIPTION MAY NOT BE ALL INCLUSIVE AND EMPLOYEES ARE EXPECTED TO PERFORM ALL OTHER DUTIES AS ASSIGNED AND DIRECTED BY MANAGEMENT. JOB DESCRIPTIONS AND DUTIES MAY BE MODIFIED WHENEVER DEEMED APPROPRIATE BY MANAGEMENT
EEO
The InterMed Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
