Help Desk Support Specialist
Location: Hickory, North Carolina
Help Desk Support Specialists provide technical assistance and support related to computer systems, hardware or software and classroom AV equipment and connectivity. They respond to user requests via phone, email or the Help Desk Ticketing system. Help Desk Support Specialists report to the CIO.
Essential Job Duties
- Serve as the first point of contact for customers seeking technical assistance over the phone, email or through online ticketing (enter tickets for anyone calling or emailing issues)
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Assist users in password resets
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in the Help Desk Ticketing system
- Follow-up and update customer status and information in the Help Desk Ticketing system
- Install new computers and peripherals for users
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Follow up with customers to ensure issue has been resolved
- Perform other miscellaneous duties as assigned
Qualifications
- High school diploma
- Associate or bachelor’s degree preferred
Knowledge, Skills and Abilities
- Proven experience as a help desk technician or other customer support role
- Technically savvy with working knowledge of office automation products, databases and remote control/computer access (e.g., Windows laptops, MAC laptops, CANVAS, DocuSign, Adobe, etc.)
- Good understanding of computer systems (Windows and MAC), mobile devices and other technical products (e.g., classroom AV and sound equipment)
- Good understanding of applications ((e.g., PowerCampus, CANVAS, DocuSign, Adobe, etc.)
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
Physical Abilities
- Perform desk-based computer tasks, grasp lightly/fine manipulation
- Frequently walk to user locations on campus
- Lift/carry/push/pull objects that weigh up to 10 pounds
- Occasionally kneel/crawl, climb (ladders, scaffolds or other, grasp forcefully, use a telephone, writing by hand, lift/carry/push/pull objects that weigh 21>40 pounds)
Work Environment
- Work onsite at campus
- May need to work extended hours and/or weekends (remote or on campus)
- General office conditions