Job Summary:
We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.
Responsibilities :
- Respond to and resolve customer inquiries and issues via phone, email, and in-person
- Handle escalations from Level 1 support and provide technical assistance to customers and end-users
- Document customer interactions and issues in our ticketing system
- Escalate and forward more complex issues to the appropriate IT team
- Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
- Identify and recommend solutions to improve customer satisfaction and reduce support calls
- Collaborate with other teams to resolve complex issues and implement new systems and technologies
- Create and maintain support documentation
- Monitoring systems and processes
- Administering users in Active Directory and applications
- Coordinating with vendors to purchase, deploy, and RMA hardware
- Instructing users on technology best practices
Qualifications:
- 4-6 years of experience in Desktop support
- The successful candidate must be a team player with strong customer service and communication skills
Strong technical knowledge of:
- Microsoft Windows
- PC applications, including Office 365
- Network connectivity, including Wi-Fi
- Mobile devices and associated apps
- Laptop PCs, iPhones, iPads
- Collaboration and meeting room technology
- Zoom and Microsoft Teams meetings
- Meeting room video conferencing
- VPN and Citrix remote access
- VOIP telephones
- Strong technical skills and knowledge of hardware, software, and network systems
- Deep understanding of the Windows operating system is a plus
- Application packaging experience is a plus
- Strong understanding of help desk functions and technical support experience
- Strong knowledge of desktop/laptop hardware and BIOS upgrades
- Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
- Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
- Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
- Knowledge and understanding of Microsoft Active Directory
- Personal Attributes:
- Excellent people and communication skills and a passion for exceptional customer service
- Excellent analytical and problem-solving skills
- Flexibility working in a fast-paced, high-expectations environment
- Ability to work well under pressure and handle multiple tasks simultaneously
- Working independently and as a member of a worldwide support team
- Excellent analytical and problem-solving skills
- Excellent listening, interpersonal, written, and oral communication skills
- Pays extreme attention to details
- Highly self-motivated and passionate about technology and people
- Ability to prioritize and manage time effectively
- Eager to learn new technologies and applications, and ability to absorb new topics quickly
Education:
- A Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
- IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)