Description

Applies technical knowledge to assist internal and remote users with computer problems. The Helpdesk Support Specialist will be responsible for providing technical support to end-users, resolving their IT-related issues, and ensuring that our systems and software run smoothly. The ideal candidate should have excellent customer service skills with the ability to solve problems efficiently, communicate effectively, and work collaboratively with other members of the team, all while making the customer feel supported.

Essential Functions of Position:

1. Serve as the first point of contact for users seeking technical assistance over the phone, zoom or email
2. Guide customers remotely and in person through systems configuration, maintenance and troubleshooting computer hardware and software issues
3. Conduct research to understand, explain, and resolve technology issues 
4. Determine the best solution based on the issue and details provided by users
5. Listen attentively to users’ questions and concerns and offer optimal solutions
6. Communicates updates to users who have been or may be affected by a problem
7. Follow up with users to update status and information
8. Utilizes help desk tracking software to present recommendations and improvements for user systems
9. Record events and problems and their resolutions
10. Break down technological processes and communicate concise, step-by-step instructions for effective understanding and implementation
11. Initiates onboarding procedures for new users into the system. 
12. Directs unresolved issues to next-level personnel by coordinating referrals to technical, professional, or service personnel depending on the repair, training, service, or software issue.
13. Troubleshoot network connectivity problems, ensuring seamless communication across the organization

Other Functions of Position:

1. Perform all other duties as assigned.
2. Ability to handle stress and competing priorities
3. Ability to resolve requests in an appropriate and efficient manner.
4. Ability to prioritize customer satisfaction in all communications.
5. Represent RLC with professionalism and integrity while helping to advance our company mission. 
6. Follow HR policies and procedures

Qualifications:

1. Typically requires a bachelor's degree and 2 to 4 years of experience doing similar customer focused work. 
2. Excellent problem-solving and analytical skills
3. Must have excellent written and oral communication skills to communicate at all levels within the organization effectively.
4. Must have proficient PC skills and experience with Microsoft 365, MS Teams, Microsoft Word, Excel, Access, and Outlook.
5. Proficient skills with troubleshooting both hardware and software issues.
6. Proficient in diagnosing and resolving networking issues
7. Possess a strong understanding of TCP/IP protocols, DHCP and DNS
8. Eagerness to learn new technologies and systems

Physical Requirements:

1. Prolonged periods sitting at a desk and working on a computer.

2. Ability to stand or sit for 8 hours, occasionally move and lift up to 50 lbs, 

3. Walk grounds/property regularly, use repetitive manual dexterity.

Requirements

1. Performs work under general supervision. 
2. Possesses solid working knowledge of subject matter. 
3. May provide leadership, coaching, and/or mentoring to others in the group. 
4. Degree or 2 years of experience to demonstrate technical expertise. 
5. Ability to work as part of a team. 
6. Customer/client orientation. 
7. Problem/situation analysis. 
8. Detail-oriented with project management skills.
9. Sporadic travel no more than 15%. 

No Job Description for a position can possibly include all duties which may be requested. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.