Helpdesk Support Specialist

Responsibilities:

The principal duties of the Support Specialist include the following

• Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
• Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
• Follow training and documentation for all necessary troubleshooting steps
• Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
• Respond in a timely manner to requests when resolving issues
• Document changes within established parameters and escalate those which need higher level review
• Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
• Learn new clients
• Follow set policies and procedures when assisting clients to ensure proper handling of requests
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
• Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
• 365 days 24/7 coverage which includes holiday coverage

Support Services is considered essential personnel and is expected to be available even during inclement weather

Responsibilities:

Responsibilities:

Responsibilities:

Responsibilities:

The principal duties of the Support Specialist include the following

• Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
• Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
• Follow training and documentation for all necessary troubleshooting steps
• Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
• Respond in a timely manner to requests when resolving issues
• Document changes within established parameters and escalate those which need higher level review
• Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
• Learn new clients
• Follow set policies and procedures when assisting clients to ensure proper handling of requests
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
• Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
• 365 days 24/7 coverage which includes holiday coverage

Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed

Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)

Follow training and documentation for all necessary troubleshooting steps

Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed

Respond in a timely manner to requests when resolving issues

Document changes within established parameters and escalate those which need higher level review

Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource

Learn new clients

Follow set policies and procedures when assisting clients to ensure proper handling of requests

Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis

Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.

Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.

365 days 24/7 coverage which includes holiday coverage