HELP DESK SPECIALIST TIER 1

Performance Connectivity is looking for a full-time Helpdesk Specialist to provide Tier 1 support for clients. The Help Desk Specialist is the primary point of contact for end-users seeking IT support. This position requires a clear understanding of our clients’ businesses and technological environments. An ideal candidate for this position would be well-versed in the processes and policies surrounding end-to-end incidents and problem management.

BASIC JOB DUTIES

Include but are not limited to the following:

• Provide end-user assistance via telephone and email to diagnose and resolve issues with company-supported systems, applications and networks.
• Triage, troubleshoot and escalate problems in an effective manner.
• Candidates must exhibit excellent organizational skills, clear communication, documentation and a keen attention to detail.
• Interface effectively with customers to foster a cooperative, team-based approach to timely problem resolution – local or remote.
• Effectively communicate to all levels to technical and non-technical customers and staff members.
• Be flexible, have high energy, with the ability to handle multiple demands in a fast pace environment.
• Identify opportunities and implement solutions to streamline workflow.
• Maintain technical logs and documentation in compliance with departmental procedures.
• Follow-up with clients on the status of their issue and follow each problem through to a resolution.

WORK EXPERIENCE REQUIRED

• A minimum of 3 years related technical experience in Desktop/Server OS, Office Applications and support.
• Advanced knowledge of PC/laptop software (Windows OS including Windows 7, 8, 8.1 and 10) including proper installation, configuration, troubleshooting and combating viruses/malware.
• Advanced knowledge of Microsoft Office Suite including Word, Excel, PowerPoint and Outlook.
• Knowledge of MS Office 2010, 2013 and 2016. Understands how to install, configure and troubleshoot Outlook profiles.
• Able to setup, configure and troubleshoot iOS and Android devices.
• Can perform printer installations and basic troubleshooting.
• Must be able to effectively communicate on the phone with clients and create tickets for issues as they arise.
• Must be detail-oriented, self-motivated, an effective multitasker and able to reprioritize tasks within a fast-paced environment.
• Any Microsoft certification is a plus.

ADDITIONAL DETAILS

• Compensation based on experience and technical skills.
• Excellent benefits package.