The Helpdesk/User Support Specialist provides 1st level of technical support to internal employees and all corporate infrastructures. The position will answer technical questions, troubleshoot, resolve internal user issues with hardware/software, and create user accounts and deployments. Resolve day-to-day customer technical problems by responding to requests submitted through the online helpdesk system, via phone, email, or in person. Responsible for providing in-depth remote support as well as in-person support to staff. The Help Desk Support Specialist should have experience in meeting and exceeding customer SLAs.

This position is a hybrid remote.

This position will support users from 9-5 PST.
This position pays between $60-65k, depending on experience


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
  • Resolve day-to-day customer technical problems by responding to requests submitted through the online helpdesk system, via phone, email, or in person.
  • Respond promptly to and resolve technical support questions and issues from employees entering internal Helpdesk tickets.
  • Troubleshoot technical problems both in-person and remotely that users encounter while using the company-provided computers and software, provide user account maintenance, and supply solutions derived through research and troubleshooting.
  • Emphasis on providing desktop support for various macOS/Mac hardware issues.
  • Emphasis on providing desktop support for a variety of windows OS/Windows hardware issues.
  • Communicate professionally with users and co-workers, as well as track/update.
    information in the Helpdesk Tracking System.
  • Collaborate with technical staff internally to resolve outstanding issues.
  • Image and deploy hardware for both new hires as well as break-fix issues.
  • Provides basic server troubleshooting and support for the association's audio, visual, and conferencing systems.
  • Resolves basic local area network (LAN) and wide area network problems.
  • Performs most system and software applications installation, maintenance tasks, and troubleshooting on various Windows and MAC laptop platforms.

QUALIFICATIONS

Knowledge
  • Bachelor's degree in information technology, computer systems, or a related field is preferred.
  • Required certifications include A+, Microsoft operating Systems (MOS), and or MSDST.
  • Requires a fundamental understanding of LAN support and technology.
  • Knowledge of technology and applications for collaboration, information sharing, and document management systems is preferred.

Skills and Abilities
  • Excellent customer service, interpersonal, and verbal and written communication skills.
  • Must have a passion for providing excellent customer support to all types of customers, as well
    as impeccable verbal and written communication skills.
  • Must possess organizational proficiencies to multitask and work in a fast-paced environment
    with minimum supervision.
  • Must be a team player and have the ability to interact with multiple levels of personnel within
    the organization.
  • Must be highly motivated, self-starting, and committed to achieving results, and have a strong
    sense of ownership and follow-through to resolution.
  • Must have strong problem-solving skills and be able to come up with creative and flexible
    solutions.
  • Must have the ability to work independently with minimal guidance, learn new hardware systems and software quickly, troubleshoot over the phone, and handle multiple demands in a customer service environment.
  • Demonstrated ability to provide instructional training to staff with all levels of ability.
  • Proven and excellent diagnostic and communication skills to resolve and provide support to remote users.
  • Must have the ability to work independently with minimal guidance, learn new hardware systems and software quickly, troubleshoot over the phone, and handle multiple demands in a customer service environment.

Experience
  • Over 4-7 years of related working experience.
  • Good understanding and experience supporting MS products and services, including Windows and O365.
  • Good understanding of Google Workspace.
  • Good understanding and experience supporting Network related services (TCP/IP, LAN, WAN, VPN & Cloud).
  • Excellent communication skills and a positive 'can-do attitude
  • Capable of interacting effectively at all levels, from endā€user to senior management
  • Ability to work with minimal supervision and follow corporate guidelines.
  • Flexible and able to support clients out of business hours when needed.
  • Exceptional organizational and time management skills and proven ability to manage multiple requests and priorities.
  • Advanced analytical and problem-solving skills.
  • Experience with Cloud Technologies such as AWS or Azure is a plus.

WORK ENVIRONMENT
  • Normal demands associated with a deadline-driven office environment.
  • The noise level is generally quiet to moderate.
  • Daily contact with external customers, vendors, colleagues, associates, supervisors, and staff at all levels of the organization.
  • Occasional planned and unplanned evening and weekend work or night coverage may be required to respond to technology-related emergencies outside of normal working hours.

PHYSICAL DEMANDS
  • Ability to remain at a desk for extended periods.
  • Ability to communicate and exchange information with others.
  • Ability to move about to coordinate work in areas of varying heights.
  • Ability to perceive and inspect records in a document management system.
  • Ability to operate general office equipment.
  • Ability to set up, adjust, assemble, control, test, and operate the equipment.
  • Ability to travel occasionally to off-site meetings.
  • Ability to lift, carry, move, or position objects weighing up to 50 pounds.

 

This is a non-management position
This is a full time position
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