Help Desk Support Specialist

Overview

The Customer Support I Technician will provide first-line technical support to customers via phone and email. This role involves diagnosing and resolving basic technical issues, assisting with account management, and ensuring a positive customer experience. The primary focus is on closing issues on first contact and escalating more complex problems to tier 2 support.

Base pay range

$55,000.00 / yr - $65,000.00 / yr

Responsibilities

• Respond to customer inquiries and provide technical assistance for common issues related to hardware, software, and network connectivity.
• Assist customers with account setup, password resets, and general troubleshooting.
• Document and track customer interactions and solutions in the help desk system.
• Escalate complex issues to tier 2 technicians or other departments as needed.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, and Exchange Online.
• Provide support through assessing and assigning Help Desk requests via telephone, email, and chat, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.

Qualifications

Employment type

Seniority level

Job function

Industries

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