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Help Desk Specialist

LaCrosse, Wisconsin

Post Date: 06/29/2017 Job ID: 9162 Category: Professional

Job Description
  • The Help Desk Specialist is the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff.
  • The Help Desk Specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing.
  • This position is 100% phone support and is located on-site in La Crosse or Eau Claire, WI.
  • Work schedule of this position is Monday-Friday 8: 00am-5: 00pm (slightly negotiable).
  • 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 Help Desk Specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing.
  • The Help Desk Specialist will use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers’ technical issues.
  • Of critical importance is for the Help Desk Specialist to provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment.
  • The Help Desk Specialist will 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 Help Desk Specialist to be successful in this position.
  • Effective time management and project management skills are expected.
  • Scope of support may be limited to a specific subset of calls.
  • The Help Desk Specialist must maintain a positive and supportive attitude while working in a fast-paced and continuously-changing environment.

 

Qualifications:
  • Must-have qualifications are: strong verbal and written Communication skills, project management and problem solving skills, and basic IT knowledge of hardware and software systems.        
  • Ideal candidate will have an upbeat personality as well as a proven balance of outstanding customer service/focus and strong technical expertise to be able to provide an exceptional customer experience.
  • Previous call center/phone support experience in a technical/customer support role preferred.
  • Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations.
  • Understanding of and has displayed the ability to use knowledge base and other online solution resources.
  • Ability to work well independently as well as with others in a team-based environment.
  • Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL.
  • Knowledge or experience in remote access, multi-factor authentication (RSA) and/or mobile device management (AIRWATCH) and Windows 10 is also helpful.
  • H.S. Diploma / GED
  • 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position;
  • OR Associate' s degree with 2 years of experience in an IT or call center environment or a Bachelor’ s degree.
  • Typing skills 25+ words per minute.
  • Able to spend considerable time on the phone.
  • Excellent technical troubleshooting and problem solving skills.
  • Possess skilled abilities to customize an operating system.
  • Ability to install/configure “ off the shelf” applications.
  • Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.).
  • Demonstrated ability to configure a PC for connection to a network using a common networking protocol.
  • Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image).

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