Helpdesk Specialist

Job Description:
Title: Help Desk Specialist
Location: Irvine, CA (Onsite)
Duration: 3 months Contract
Job ID: #23-31587
 
Short Description:
The Help Desk Specialist is responsible for reviewing, prioritizing, assigning and expediting I.T. work tickets. These tickets are opened by employees and by, or on behalf of, our constituents. The tickets represent application bugs/defects or product enhancements.
 
Job Duties & Responsibilities:

• The Help Desk Specialist will be responsible for, but not limited to:
• Provide technical support for on-site and remote users.
• Reviewing all tickets and assigning them to the proper teams for resolution.
• Responsible for quality control, ensuring the tickets adequately describe business impact, and for ensuring clarity of descriptions.
• Liaison between service/support teams and I.T. or other technology support staff.
• Understand all of Client’s products and services, how these tools and services are used within the business (by employees) and within the franchise network (by agents and brokers), how they deliver on the value promise to our franchisees, and/or how they affect our operations at a company level.
• Tracking and following up on assigned tickets to ensure work is progressing and resolution is complete.
• Developing and providing ticket management reports and trending analysis.
• Perform any additional responsibilities as requested or assigned. 

Work Experience/Qualifications Education:

• Associate’s degree in information systems, computer science or related field; or equivalent work experience and knowledge.

Experience:

• Two years of related information technology and customer service experience

Knowledge and Skills:

• Proficient in Windows 10/11 Operating Systems
• Proficient in Microsoft 365 applications, particularly Office, Teams, SharePoint, and OneDrive.
• Experience with Dell/HP hardware and some knowledge in PC imaging.
• Effective oral and written communication skills.
• Effective analytical, research, and problem-solving skills.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Effective customer service skills.
• Able to work independently; resourceful and action oriented.
• Familiarity with on-line meeting sharing tools; Teams, Zoom or other web content management systems, Salesforce, various social media publication applications and a general aptitude for using web and client-based applications.
• Ability to build rapport with customers, gain their confidence and provide extraordinary services, solutions and support.

Best Regards,
Devika Srinivas
Senior Technical Recruiter
Cell: 973.382.0528 Office: 973.507.7599
Email:  Devika.s@artech.com 
LinkedIn: https://www.linkedin.com/in/devika-srinivas-3a96151a3
360 Mt. Kemble Avenue, Suite 2000, Morristown, NJ 07960 
Website: www.artech.com