JOB SUMMARY:

We are looking for a customer service-oriented help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

REQUIRED SKILLS/ABILITIES:

• Excellent interpersonal and customer service skills.
• Basic understanding of existing programs and capabilities.
• Excellent workstation and network troubleshooting skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Working experience in providing Help Desk support
• Proficiency in English/fluency in Spanish a definite plus
• Working knowledge of help desk software and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

EDUCATION AND EXPERIENCE:

• A minimum of an associate’s degree in computer science or equivalent experience is required.
• At least three years of experience in user technical support is required.
• A+, Network+ and similar certifications are preferred.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or longer hours in case of large-scale issues.

DUTIES/RESPONSIBILITIES:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Walk customers through problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services