POSITION OVERVIEW:

As an IT Helpdesk Specialist, you will be responsible for assisting the Helpdesk Team in the day-to-day operations and performing technical duties. You will be required to log all customer issues, requests, and support activity into a ticketing system. You will also be responsible for the ticket queues and team mailbox as part of rotating team assignments, as well as manage your workload to meet incident and request deadlines. In this role, you will need to follow proper procedure for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. We will also need you to provide appropriate, timely and accurate communications to management, and be prepared to handle any special and ongoing tasks and projects as assigned.
What you’ll do as the IT Helpdesk Specialist:

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Expectations are to be a Team Member of ZTAC to follow Company and Department policies and procedures
• Must be logged into the Phones systems and Ticketing system
• Answer the Phone, Chat and Email queues
• Attend all daily, weekly and monthly Team and Leadership meetings.
• Work all tickets sent to you by team members
• Work all technical issue from the business in the US assigned to you
• Work with the Team Leads in our supported Region
• Must display a positive attitude and have a professional work ethic.
• Communicate efficiently and effectively with customers and team members
• Assist the manager and Team Leads with projects and other outside work being assigned
• Work and troubleshoot incidents and request as a team member
• Collaborate with other Team Leads in our department in different regions
• Logs all customers’ issues into the ticketing system and track all incidents and request through to resolution
• Resolve incidents within established response times
• Provide a positive experience for end users interaction with helpdesk team, services, and support products
• Provide level 1 and 2 support using documentation and knowledge base articles
• Contribute to the development of the team’s knowledge base articles
• Attend bridge meeting for outage notifications

QUALIFIED CANDIDATES CAN EXPECT A SALARY RANGE OF $22.00-25.00

LI-LM1

• Expectations are to be a Team Member of ZTAC to follow Company and Department policies and procedures
• Must be logged into the Phones systems and Ticketing system
• Answer the Phone, Chat and Email queues
• Attend all daily, weekly and monthly Team and Leadership meetings.
• Work all tickets sent to you by team members
• Work all technical issue from the business in the US assigned to you
• Work with the Team Leads in our supported Region
• Must display a positive attitude and have a professional work ethic.
• Communicate efficiently and effectively with customers and team members
• Assist the manager and Team Leads with projects and other outside work being assigned
• Work and troubleshoot incidents and request as a team member
• Collaborate with other Team Leads in our department in different regions
• Logs all customers’ issues into the ticketing system and track all incidents and request through to resolution
• Resolve incidents within established response times
• Provide a positive experience for end users interaction with helpdesk team, services, and support products
• Provide level 1 and 2 support using documentation and knowledge base articles
• Contribute to the development of the team’s knowledge base articles
• Attend bridge meeting for outage notification