IT Helpdesk Specialist

We are currently looking for IT Help Desk Specialists to help us provide answers to customers' questions and other needs related to technical support. If you are a person with ability to absorb and retain information quickly, and to present ideas in user-friendly language, then you are the one we are looking for!

Duties and responsibilities:

• Installation & configuration of a company's computer hardware, operating systems, and applications
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Supports operation of help desk and serves as focal point for customer concerns
• Identifies, researches, and resolves technical problems for end users on a variety of issues
• Responds to telephone calls, email, and personnel requests for technical support from local and remote customers in a timely manner
• Run reports to determine malfunctions that continue to occur
• Troubleshooting laptops and desktops hardware, upgrades when needed
• Maintenance and monitoring of computer networks and systems
• Testing and evaluating new technology
• Fill the daily timesheet with the activities and time taken
• Propose changes and optimizations when required

Requirements:

• 1 year of experience providing level 1 or above help desk support in IT operations – is a plus
• Excellent communication skills 
• Experience assisting customers on phone and live chat, email or remote
• Analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Customer service orientation
• Patience for dealing with difficult customer-service situations