What are the responsibilities and job description for the Help Desk Support Specialist position at ProSearch?
Helpdesk Support Specialist – Onsite in Westbrook, ME. We are seeking an entry-level Helpdesk Support Specialist to join our client’s IT team in Westbrook, Maine, providing frontline technical support for employees in a fast-paced, customer-focused environment. In this onsite role, you will deliver exceptional customer service, troubleshoot Windows and Mac OS issues, support desktops and mobile devices, and resolve hardware and software problems through phone-based and ticketed support. This is an excellent opportunity for candidates looking to start or grow a career in IT support, desktop support, or help desk services while working Monday through Friday, 8:00 a.m. to 4:30 p.m.
Top Three Required Skills
Customer Service/Communication
Teamwork
Windows/Mac OS Troubleshooting
Preferred Skillsets
Workstation Deployment/Autopilot experience
iPhone/iPad troubleshooting
Experience using ticketing system
In This Role You Will
• Answer incoming calls to Help Desk, providing telephone support to employees for computer systems or applications problems, personal computer, device or other related issues
• Troubleshoot problems and provide immediate resolution, or perform additional research as needed to resolve issues
• Perform root cause analysis and develop checklists for typical problems
• Recommend procedures and control for problem prevention
• Set clear and reasonable expectations as to resolution and time frame
• Escalate problems to others as needed
• Document issues and resolution on tracking system
• Perform receiving function for incoming IT related hardware and software
• Image and set up new and reconfigured personal computers
• Share problem resolutions and unique cases with others on team to add to information knowledge base
• Contribute to updated policies and procedures as needed
• Discuss products, support and troubleshooting with hardware and software vendors as needed
What You Need to Succeed
• Computer aptitude required
• Ability to diagnose and troubleshoot software and hardware problems
• Excellent customer service and interpersonal skills; good telephone etiquette
• Ability to attain established customer service standards
• Excellent organizational and time management skills
• Strong verbal and written communication skills
• Demonstrated problem-solving skills
• Ability to establish and maintain a high level of customer trust and confidence
• You meet the physical requirements that go with working as a Help Desk Support Specialist – Extensive sitting, phone and computer use. May participate in weekly on-call rotation.
Apply today!