Engineering Technical - Help Desk Specialist Help Desk Specialist
Company: Expedite Technology Solutions
Location: Germantown
Posted on: January 25, 2023
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Job Description:
Job Description: Responsible for providing world-class service
to our customers in an accurate, efficient, and professional
manner. The analyst works in a fast-paced environment providing
technical hardware and software support. This position responds to
routine and complex customer inquiries via the telephone and email.
The primary focus is supporting and troubleshooting hardware and
software issues regarding service delivery, installation,
deployment, upgrades, outages, component level problems, and other
technical issues. Individual must be a customer service focused
team player who is able to work independently, organize, multi-task
and prioritize task work. Participate in the implementation and
operational support of the Customers enterprise, as well as in the
development of Knowledge Base articles when previously unknown
hardware/software issues are discovered.
Position works in high call volume Help Desk environment supporting
***'s small and medium sized customers and their analysts in
providing problem resolution for *** products and services
Positions primary responsibility will be to ensure that customer
faults are being worked in a manner that will result in the
achievement of customer service level agreements and high customer
satisfaction;
Responsible for ensuring the customer's entitlement of services to
adhere to contract SLAs; Remotely deliver solutions, work through
others to dispatch service personnel; Work directly with the
customer to understand and/or escalate the problem to the next
level
Performs additional troubleshooting activities, escalates problems
to the appropriate party, and assists in communicating the solution
to the customer
Enhance and develop quality support methods and communication
skills through coaching feedback, and other developmental
approaches
Assist in the resolution of user and support issues over multiple
user sites to ensure timely distribution of knowledge and cause
positive impact on user satisfaction
Research, resolve, and respond to recurring and unique questions in
a timely manner, in accordance with current standards; Communicate
with customers through various means (oral, written) to remotely
resolve customer problems.
Respond to escalated calls and unusual customer special requests.
Anticipate common problems and recognize when to deviate from
standard practices. Apply experience and judgment to make decisions
within defined options or standard protocols follow through on
issues supporting critical customer accounts.
Use tools to remotely access customer equipment to diagnose and
resolve customer problem;
Document, verify and make appropriate corrections to the incident
record and customer profile; Write knowledge articles based on
lessons learned in resolving customer issues.
Collaborate with team members; Participate in team meetings and
activities; Participate in objective and goal setting
Support less experienced colleagues on the team through mentoring,
monitoring, direct feedback and knowledge sharing
Apply professional judgment based on the analysis of quantitative
data and information.
Basic Qualifications
Associates or Bachelor degree in IT or equivalent experience in a
related field required
Minimum of 3-4 years Help Desk related job experience
Understanding of Windows 7, 10, Microsoft Office Suite
Understanding LAN and WAN terminology, IP protocols, Ports, VPN
connections, Active Directory
Understanding of Knowledge Base Systems such as QuickBase and
Confluence
Understanding of ticket systems such as ServiceNow, Remedy, or
JIRA
Understanding of hardware troubleshooting including retail
peripheral devices such as printers, scanners, scales
POS deployment
Computer Information Systems, Network+, Security+, Microsoft or
Cisco certification
Excellent communication skills both written and verbal
Fluent in the use of the English language
Strong interpersonal skills
Attention to detail; Have a strong desire for quality
Sense of urgency
Ability to multi-task
Ability to work flexible schedule (evenings/weekends)
Preferred Qualifications
PowerShell
Understanding of scripting
Comments for Suppliers: **NOTATE CANDIDATE LOCATION IN COMMENTS FOR
EVERY SUBMISSION OR YOUR CANDIDATE WILL BE REJECTED. **
**CANDIDATES MUST BE LOCAL TO GERMANTOWN, MD**
Per HM:
Provide locations (permanently remote role, remote until ___,
onsite, etc): Hybrid from Germantown, MD - 3 days onsite.
What is the salary range conversion will you be offering? 65000 -
75000
Any specific industry experience you are hoping this candidate to
have? Knowledge of Help Desk operations and POS systems
List 3 most important skills/qualification you MUST see w/in this
candidate? Troubleshooting, Problem Solving and Excellent Customer
Service
*** providing laptop (Y/N): Y
Visa holders permitted (Y/N): N
Keywords: Expedite Technology Solutions, Germantown , Engineering Technical - Help Desk Specialist Help Desk Specialist, IT / Software / Systems , Germantown, Maryland
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