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Engineering Technical - Help Desk Specialist Help Desk Specialist

Company: Expedite Technology Solutions
Location: Germantown
Posted on: January 25, 2023

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
Understanding of scripting
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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