What are the responsibilities and job description for the Associate Help Desk Specialist II position at GDH?
Role Summary
The Senior Support Center Specialist role is a contract, with a potential for conversion. This position requires providing high-quality technical support to end users, addressing a range of hardware, software, and connectivity issues. The specialist serves as a frontline support representative, ensuring timely problem resolution and excellent customer service while supporting IT projects and process enhancements.
Responsibilities
- Serve as the initial point of contact for customer technical issues via phone and email, delivering clear and effective communication.
- Apply strong customer service skills to meet or exceed end-user expectations.
- Accurately record, document, update, and close incidents and service requests in the ticketing system.
- Recommend and implement process improvements to enhance team efficiency and service quality.
- Assist in developing, mentoring, and training team members on support procedures.
- Escalate unresolved incidents to the appropriate support levels, providing detailed issue descriptions.
- Respond to inquiries, troubleshooting local, network, and application-related problems for end users.
- Perform advanced diagnosis of hardware, software, and connectivity issues.
- Collaborate with IT teams on hardware/software upgrades, testing, and special projects.
- Create and maintain knowledge base articles, procedures, and documentation to facilitate issue resolution.
- Follow up with end users to confirm satisfactory resolution of issues and maintain ongoing communication.
- Manage a high-volume caseload efficiently, providing prompt and professional support.
- Work flexible hours, including after-hours, weekends, and holidays, as needed for support coverage.
Qualifications
- Minimum of 5 years of experience in support desk or technical support roles.
- Proven ability to achieve high first-contact resolution rates.
- At least 5 years supporting and troubleshooting network connectivity.
- Working knowledge of ITSM systems, remote support tools, Windows 10/11, and Microsoft 365.
- Experience providing remote support via Citrix and VPN technologies.
- Strong verbal and written communication skills tailored for client-facing support.
- Advanced troubleshooting, problem-solving, and multitasking abilities.
- Excellent customer service orientation with a commitment to high-quality support.
- Willingness to work after hours, including weekends and holidays, as needed.
Publishing Pay Range: $30.00 - $32.00 hourly
This position is based in office and requires employee to work on-site.
Salary : $30 - $32