Helpdesk Support/ IT Support Specialist/ Help Desk Technician/ IT Service Desk/ Desktop Support Technician/ IT Help Desk Support/ End User Support Specialist

Responsibilities:

• Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment.
• This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary.
• Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.
• Must have strong Customer Service skills, along with strong oral and written communication skills. Responsible for software and hardware support.
• Provides technical advice, guidance and informal training to customers using hardware and software programs.
• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
• Works in a team setting, sharing information, and assisting others with calls.

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