Help Desk Specialist 1

rovide guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Respond to client staff s telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Record inquiries, repair and service requests, resolve or direct requests to appropriate technical area or vendor, track status and follows up to ensure client satisfaction. Escalate to or consult with senior staff when solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

Minimum Qualifications:

Windows 10

Microsoft O365 Suite

Working knowledge or familiarity with Active Directory

Basic Networking

Working knowledge or familiarity of Software Deployment tools (SCCM)

iOS/Android experience

Excellent troubleshooting skills

Excellent customer service skills

Quality research skills to aid in troubleshooting and resolution of user problems.

Experience using ticketing systems for incident and request management.

Thorough ticketing management skills.

Excellent attendance

Ideal Qualifications

Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.

High School Diploma required.

Preferred but not required:

CompTIA A+ Certification

Previous Customer Service Experience