What are the responsibilities and job description for the IT Helpdesk Specialist position at Celink?
Job Purpose/Summary
Serve as the first point of contact for employees seeking technical assistance. Responsible for providing end user support related to Celink computer systems, hardware, or software. Respond to queries, run diagnostic programs, isolate problem, and determine and implement solution.
Duties and Responsibilities
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to Incidents either in person, email, via remote desktop or over the phone.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services to end users.
- Record Incidents and their resolution in ITSM system.
- Image machines for new users
- Manage shipping and receiving for end user devices
- Manage end user device inventory onsite
- Provide new user orientation trainings as required
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Ability to write clear instructions and create Knowledge Articles.
- Run diagnostic programs to resolve problems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
Qualifications
Education
- Associate's degree and/or minimum 3 years of computer support in a customer facing role
Experience/Training
- Proven experience as an IT help desk technician or other customer support role
- Excellent understanding of computer systems, mobile devices and other tech products
- Working knowledge of office automation products, such as scanners, printers, faxing, etc.
- Experience with desktop imaging applications such as SCCM
- Familiarity with the principles of ITIL including Incident Management, Problem Management, Knowledge Management and a Service Catalog
- Experience with Help Desk and ITSM applications
- Customer-oriented
Professional Certification/License
- CompTIA A certification preferred
- ITIL certification a plus
Skills and Abilities
- Solid relationship management and performance management skills
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Team-oriented and skilled in working within a collaborative environment
Working Conditions
Work is performed in a professional office environment with no unusual hazards. There may be some travel with overnight stays. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Lifting up to 40 pounds required occasionally.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.