Help Desk Support Specialist
Location
West Palm Beach, FL | United States
Job description
As a Help Desk Support Specialist, you will play a crucial role in providing technical assistance and support to internal users, ensuring smooth operation of computer systems, hardware, and software applications. Your responsibilities will include troubleshooting issues, resolving problems, and providing timely support to enhance end-user productivity and satisfaction.
Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing inquiries, troubleshooting hardware and software issues, and resolving technical problems promptly and effectively.
- Assist users with password resets, account setups, email configurations, and software installations, following established procedures and guidelines.
- Log and track support requests and incidents in the help desk ticketing system, ensuring accurate documentation of issues, resolutions, and follow-up actions.
- Prioritize and escalate support tickets based on severity, impact, and urgency, collaborating with other support teams and technical specialists to resolve complex issues in a timely manner.
- Provide user training and guidance on basic IT concepts, tools, and best practices to enhance end-user skills and self-sufficiency in resolving common technical issues.
- Create and maintain user documentation, knowledge base articles, and FAQs to support end-users and improve access to technical resources.
- Perform routine maintenance tasks, such as software updates, patches, and system configurations, to ensure optimal performance and security of IT systems and equipment.
- Monitor system alerts and notifications to proactively identify and address potential issues before they escalate, minimizing downtime and disruptions to business operations.
- Manage inventory of hardware, peripherals, and software licenses, including procurement, deployment, and asset tracking, to ensure compliance with organizational policies and licensing agreements.
- Coordinate with vendors and external service providers for equipment repairs, replacements, and warranty services as needed.
- Deliver exceptional customer service and support experiences by maintaining professionalism, patience, and empathy when interacting with end-users, regardless of technical proficiency or frustration levels.
- Solicit feedback from end-users to identify areas for improvement and implement proactive measures to enhance the quality and effectiveness of help desk services.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Proven experience in a help desk or technical support role, providing support for hardware, software, and network systems in a professional environment.
- Strong knowledge of Windows and/or macOS operating systems, Microsoft Office Suite, email clients, and common business applications.
- Familiarity with help desk ticketing systems and remote support tools for troubleshooting and resolution.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with team members.
- Analytical problem-solving skills with attention to detail and a methodical approach to diagnosing and resolving technical issues.
- Ability to work independently and prioritize tasks in a dynamic, fast-paced environment, while adhering to service level agreements (SLAs) and performance metrics.
- Commitment to continuous learning and professional development to stay current with emerging technologies and industry trends in IT support.
Job tags
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