Help Desk Support Specialist
Key Duties and Responsibilities: Responding to incoming help requests from end users via both telephone and e-mail in a courteous manner Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue Prioritize and escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Qualifications: In-depth knowledge of Microsoft Windows 10 and Microsoft Office 365 suite of applications Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Basic cloud computing knowledge (AWS) Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Strong knowledge of Microsoft SharePoint would be an asset
calendar_today3 days ago