Helpdesk Specialist 1 - IT Support Services

Job Purpose or Goals

The primary responsibility for the Help Desk Specialist is to provide technical support with a customer first mindset by listening, building relationship, documenting requests, and attempting to remotely resolve request promptly. This includes receiving, prioritizing, documenting and remotely resolving end-user help requests. You will report to the IT Support Supervisor.

Location : Durant

Schedule : Regular/Full-Time - M-F 8 :00am-4:30pm

Pay : $17.55/hr

Tasks:

1. You will respond to telephone calls, emails, and other Help Desk intake channels supporting the customer's technical issues and requests.

2. Document and monitor issues to ensure resolution. Maintain accurate trouble ticket entries in the ITSM tool.

3. Resolve technical problems.

4. Prioritize incoming customer requests and assess situations for appropriate response: seek clarification if work is not clear.

5. Apply IT principles, methods, and practices in the customer support area to resolve issues and requests.

6. Perform remote troubleshooting steps for common hardware and software systems, including laptops/desktops, basic network troubleshooting, a basic understanding of client/server environment, local and networked printers, monitors, mobile device support, and office phones.

7. You will field incoming requests from end-users by both telephone and all other Helpdesk intake methods.

8. You will document all important end-user identification information, including name, department, contact information, and nature of problem or request.

9. Troubleshoot Windows/MAC Operating Systems and Microsoft 0365 applications.

10. Perform other tasks and projects as assigned.

Job Requirements:

High School Diploma or equivalent certifications related to IT fields.

Basic Knowledge of basic computer hardware, including PC, servers, switches, and routers.

Basic knowledge of desktop and server operating systems, including Windows 10, Server 2016/2019

Absorb information quickly.

Have an excellent attitude, phone, written and verbal skills.

Have excellent skills, with a focus on building relationships and questioning skills.

Prioritize and complete tasks in work environment.

Education/Certification or relative work experience required.