Help Desk/End User Support Specialist

The role of a Versatile Tier 1+ Support Specialist is to provide software and hardware support and resolutions to end users and co-workers by performing question/problem diagnosis and guiding users through step-by-step solutions.  In this position, you must be able to clearly communicate technical solutions in a user-friendly and professional manner.

This position requires a highly motivated self-starter with strong problem-solving skills who can work independently with little supervision.  Must be able to manage service calls with flexibility, while possessing superb customer service skills. We are looking for a strong analytical thinker who enjoy solving problems, thrives in a high-pressure environment with shifting priorities, and has the ability to assess a situation and determine tactical steps moving forward.

Responsibilities include, but are not limited to the following:

• Diagnose and resolve escalated customer problems in the following areas: PC’s, laptops, Windows 7&10, MS Office 2010-2016, MS Server 2003-2016, internet and LAN connectivity, printing, etc.;
• Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues;
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems;
• Add, remove and/or update user account information, resetting passwords, etc.;
• Answer client technical queries;
• Assist the team in managing, monitoring, and maintaining the internal IT infrastructure (such as SLA’s, average ticket age, average call wait time, etc.), and know when to escalate matters to Tier II resources;
• Resolve issues related to operating system updates, patches and configuration changes on a regular basis;
• Monitor the performance and capacity of computer systems using a variety of tools;
• Monitor hardware, software, and environmental alerts or malfunctions;
• When an incident arises, work to triage or troubleshoot the alert;
• Track and document all incidents in detail while keeping the customer aware of relevant known issues and the steps being taken until resolution;
• Develop and nurture client relationships;
• Perform other duties as assigned.
  
  

Requirements

• Able to provide outstanding, customer-facing, end-user support via phone and remote desktop;
• Excellent oral and written communication skills with strong attention to detail;
• Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a busy environment;
• Strong organizational, interpersonal, analytical, and problem solving skills;
• Capable of coordinating multiple tasks, responding to changing priorities, and reacting to short deadlines through use of the internal ticketing system in Autotask;
• Proficiency with various hardware and software equipment and operating systems as well as a working knowledge of network systems and management;
• Ability to work in a team-oriented, collaborative environment, mostly via phone;
• Ability to master new computer technology;
• MUST be able to work an on-call rotation support schedule (approx. one week every three/four weeks)
  
  

Education & Experience

• Bachelor’s Degree with a technology major or equivalent, preferred;
• Minimum of 2 – 4 years’ recent experience in a customer-facing technical support role providing software, hardware, client/server and networking technical support;
• Microsoft Certified Desktop Support Technician (MCDST), a plus
• Microsoft Office Specialist (MOS), a plus
• CompTIA A+, a plus

Contact Info

Qualified candidates to send resume, shift preference and salary requirements to: careers@weareversatile.com.

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