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Help Desk Support Specialist

Help Desk Support Specialist

Dynamic SystemsBuda, TX, US
1 day ago
Job type
  • Full-time
Job description

Job Description

Job Description

Location : Buda, TX

Job Category : Help Desk Support Specialist

Salary Interval : SALARY

Req # : 191

Pay Range : N / A

Job Summary

The Help Desk Support Specialist is responsible for providing technical support to clients either over the phone or in person. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.

Primary Responsibilities

  • Handle Tier 1 Help Desk escalations via ticketing system
  • Monitor and Manage incoming ticket queue and route appropriately
  • Meet or exceed existing SLA’s
  • Required Minimum weekly amount of work completed in the ticketing system
  • Provide technical assistance either over the phone or in person and to remote users
  • Install, modify, and repair computer hardware and software (Break / Fix)
  • Manage and monitor internal assets to ensure accurate inventory records (hardware and software)
  • Assists end-users in resolving complex technical problems. Resolves and / or refers highly complex technical problems as appropriate
  • Documents and maintains workflows utilized in successful issue resolution.
  • Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
  • Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to and identifying the client’s issue(s).
  • Strong Customer Service Skills
  • Keep customers informed of progress, changes and solutions in a timely and effective manner
  • Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
  • Provide accurate information on IT products and services.
  • Manage Active Directory users, groups and security
  • Push Applications to mobile devices and computers
  • Ordering, monitoring shipments of hardware, PC Swaps, Migrations, PC backups
  • Working with vendors to support software and hardware
  • Virus and malware remediation
  • Attention to detail and Excellent multi-tasking skills
  • Duties eligible to change on an as needed basis

Dynamic Systems, Inc. is an equal opportunity employer regardless of race, creed, color, gender, age, religion, disabilities, national origin or veteran status.

Required Experience

  • Windows Operating Systems, Microsoft Office, and Office 365
  • Active Directory management experience a plus but not required.
  • Familiarity with PC hardware, Printers, scanners, computer peripherals, Mobile devices
  • Client PC connectivity - Ethernet, TCP / IP and VPN
  • Strong customer service and attention to details
  • Ability to communicate technical information, both verbal and written to a wide range of end-users
  • 2 years+ experience working in a Windows environment
  • Wireless technologies and protocols know-how desirable

    • Basic Qualifications

  • At least a high school diploma or G.E.D.
  • One or more years of technical training or equivalent experience
  • One or more years of technical or customer support experience
  • Two or more years of inventory control experience using software services
  • Experience working within established company escalation policies
  • Relevant technical certifications are highly desirable
  • Ability to lift no more than 50 lbs. occasionally, ability to sit at a desk for most of the day

    • Additional Skills

  • Interpersonal skills for interacting with team members and client
  • Flexible and Friendly attitude
  • Customer-friendly demeanor
  • Organization skills to balance and prioritize work
  • Analytical and problem-solving skills
  • Ability to work in a team environment
  • Manage incidents and requests for a defined technology environment
  • Passionate about technology
  • Passionate about helping people

    • About Us

    This position does offer a growth opportunity for the right candidate. This is not your typical Help Desk Level 1 position; we handle a lot of functions within the company as a Help Desk Group.

    Continuing education and training expected on a per year basis, employee assistance may be provided.

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    Help Desk Specialist • Buda, TX, US