What are the responsibilities and job description for the Help Desk Specialist position at Veear Projects inc.?
This role will be a member of our on-site Help Desk support team. Your primary responsibilities will be configuring new devices (laptops, desktops, iPads) for internal employees. You will also be responsible for providing walk-up support to employees. This could include assisting migrating to a new laptop, password/account issues, or helping with their Microsoft Office suite.
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.
Pay: $16.00 - $21.00 per hour
Expected hours: 40.0 per week
Work Location: Hybrid remote in Westbrook, ME 04092
Salary : $16 - $21