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IT Helpdesk Support Specialist


Summary

The Service Desk Technician is responsible for handling low-level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.



Duties & Responsibilities:



Essential

  • Deliver the highest quality customer satisfaction while responding/resolving client service requests.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • IT Support relating to technical issues involving Microsoft’s operating systems.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.



Additional

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Recognize when service requests require escalation to level 2 support technicians.
  • Responsible for entering time and expenses in ConnectWise as it occurs.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets into ConnectWise.



Knowledge, Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

  • Advanced understanding of operating systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated team player with the ability to work in a fast moving environment.

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