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Help Desk Support Specialist – Part Time

GENERAL STATEMENT OF DUTIES:

Provide end-user support and customer service on firm computer and electronic systems the position’s responsibilities require independent analyses, communication, and problem solving. Strong verbal and written communication skills are required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond to requests for technical assistance in person, via phone, chat or email
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Follow up with customers and users to ensure complete resolution of issues
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes, and updates
  • Help update training manuals for new and revised software and hardware
  • Train computer users as necessary
  • Perform repetitive task according to SOPs

QUALIFICATIONS, KNOWLEDGE, and SKILLS: 

  • Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem analysis/solving
  • Adaptability
  • Team interaction
  • Planning and organizing
  • Attention to detail
  • Stress tolerance

EDUCATION and/or EXPERIENCE: 

  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment
  • Knowledge and experience of customer service practices
  • Related experience and training in troubleshooting and providing help desk support
  • Experience with the Microsoft Office suite of applications with particular emphasis on Word & Outlook

CERTIFICATES, LICENCES, REGISTRATIONS: 

High school diploma, GED, or equivalent

A+ Certificate preferred

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