It Specialist/ Help Desk Technician

Forest Travel, a leader in the Travel industry, is currently seeking an IT Help Desk Technician to provide first-line computer system technical support for Forest Travel employees. In this role, you will collaborate with all our departments to achieve client satisfaction and engagement with our product.

How do you know if you are the right candidate for this position?

• Consistently uses an outward mindset and puts forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others to achieve their goals and objectives
• Establishes needs for technical requests from associates via phone and email while promoting and maintaining exceptional customer service.
• Highly detail oriented and analytical
• Well-versed in all aspects of computer systems configuration, set up, and maintenance
• Excellent interpersonal and communication skills

The successful candidate will excel at the following: 

• Diagnosing and solving software and hardware problems
• Informing customers about IT products and services
• Walking customers through the problem-solving process
• Installing, assessing, troubleshooting, maintaining, and upgrading computers and equipment
• Proactively seeks opportunities to improve processes and customer service and make recommendations for improvement.
• Updating job knowledge by participating in educational opportunities and maintaining personal networks
• Provide initial prioritization and diagnosis of requests coming to the Help Desk.
• Documents and tracks calls using a ticket tracking system. Generate requests for other members of the team when required. Proactively review and manage outstanding requests.
• Acts as a liaison between customers and the information services department.
• Answers complex or challenging calls and with distressed customers, escalating when necessary.
• Maintains clear and timely updates on outstanding items.
• Manages the creation and removal of accounts within our systems.
• Manages the set-up and distribution of equipment, software, and accessories.
• Provides support using remote tools whenever applicable.