The role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff.
The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing. Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment.
The specialist must have the ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications.
Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position.
In addition to these basic duties, the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced co-workers in a positive manner.
Effective time management and project management skills are expected.
Minimum Education and/or Qualifications:
H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree. Typing skills 25+ words per minute.