What are the responsibilities and job description for the Helpdesk Support Specialist position at Atellos Solutions?
The Helpdesk Support Specialist is responsible for providing first-level support to end-users regarding IT issues, troubleshooting technical problems, and ensuring prompt resolution of IT-related requests. This role requires excellent customer service skills, strong problem-solving abilities, and the capability to work well in a team environment.
Key Responsibilities:
Technical Support:
- Respond to helpdesk tickets, emails, and phone calls in a timely and professional manner.
- Diagnose and resolve hardware, software, and network issues for end-users.
- Provide support for operating systems, applications, and various IT-related tools.
- Escalate complex issues to senior technical staff or specialized teams as necessary.
Customer Service:
- Offer exceptional customer service and support, ensuring a positive user experience.
- Communicate technical information clearly and effectively to non-technical users.
- Follow up with users to ensure issues are resolved to their satisfaction.
Documentation and Reporting:
- Maintain accurate records of support requests, resolutions, and user interactions using the helpdesk ticketing system.
- Document troubleshooting steps and solutions to build a knowledge base for future reference.
- Prepare and submit regular reports on helpdesk activities, including ticket volume and resolution times.
System Maintenance:
- Assist with the setup and configuration of new hardware and software.
- Perform routine system checks and updates to ensure optimal performance.
- Help maintain inventory of IT equipment and manage asset tracking.
- User Training and Support:
- Provide training and guidance to users on best practices for IT usage and security.
- Create and update user guides, FAQs, and other documentation to assist with common issues.
Continuous Improvement:
- Identify recurring issues and recommend improvements to enhance the efficiency of IT support processes.
- Stay current with industry trends and advancements in technology to provide the best support possible.
Qualifications:
- Education: Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
- Experience: Previous experience in a helpdesk or technical support role preferred.
- Skills:
- Strong technical troubleshooting skills and knowledge of common IT systems and software.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency with helpdesk software and ticketing systems.
- Basic understanding of networking concepts and hardware components.
Certifications: Relevant certifications such as CompTIA Network , Microsoft Certified Professional (MCP), or similar are a plus.
Working Conditions:
- Work Hours: Full-time position; may require occasional evening or weekend work depending on support needs.
- Environment: Office setting with the possibility of remote work based on company policies.