- Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
- Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers.
- Performs initial problem analysis of the more basic applications and modules, escalates to next level support and triages to technical staff when appropriate.
- Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
- Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation/functionality, access and FAQs.
- Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
- Contributes to the preparation of procedure manuals and documentation for help desk use.
- Assists in conducting periodic user satisfaction surveys and tracking user problem trends.
- Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.
- HS Diploma
- 0-1 years of customer service and/or help desk experience.
- Ability to maintain a government clearance or investigation.
- Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential.
- Must have strong interpersonal and communications skills.
- Must be confident in ability to control phone conversations and guide customers.
- Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
- Well-developed presentation, telephone and writing skills.
- Ability to work in a team-oriented environment.
- Ability to learn new computer applications and to continually learn changes to those computer applications.
- Ability to multi-task.
- Must be flexible and dependable.
- Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
- Prior military experience or knowledge is helpful but not required.
- Knowledge of ITIL framework and processes preferred.
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1 week ago
Dunhill Professional Search San Antonio, United States· Help Desk Specialist - Top Secret SCI Required · Onsite - San Antonio, TX · We are looking for an entry level Help Desk Specialist to support one or more proprietary software applications. Participates as a member of a team that handles inquiries from users for multiple applic ...
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Help Desk Specialist
2 weeks ago
B.E.A.T. LLC. San Antonio, United StatesJob Title: Help Desk Specialist · Location: San Antonio, TX · Clearance: Secret · Certification: CompTIA Security+ · Four years of experience in customer service, at least two of which were on a Help Desk · Experience with Incident management, Problem management, Knowledge manag ...
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IT - Help Desk Specialist
21 hours ago
Capitol Home Health - Clinical/Field San Antonio, United StatesJob Description · Job DescriptionWHY JOIN US? · Capitol Home Healthis a family-owned and operated healthcare agency that is proud to serve Central Texas. We have offices in Austin, Temple and San Antonio. We have earned the ACHC accreditation, the gold star standard in the health ...
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Help Desk Support Specialist
4 weeks ago
University Health System San Antonio, United StatesResponds to all trouble calls concerning on-line service, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problem calls and either solves or ensures timely escalation to appropriate support leve Support Specialist, Help Desk ...
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syscom usa San Antonio, United StatesPosition: Help Desk Specialist (CFP) Temporary position through 9/27/2024 · Reports To: Operations Manager/Supervisor · Department: LNOWS III · FLSA Status: Exempt · Salary based on $56k-$60k per year · General Function · Providing technical assistance to computer users and answe ...
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NetImpact Strategies San Antonio, United StatesJob Description: · We are seeking a skilled Tier 2 Service Desk Specialist to join our onsite team in San Antonio, Texas. As a crucial member of our IT support services, you will leverage your expertise to troubleshoot technical issues, provide exceptional customer service, and ...
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4 days ago
NetImpact Strategies San Antonio, United StatesJob Description: · We are seeking a skilled Tier 2 Service Desk Specialist to join our onsite team in San Antonio, Texas. As a crucial member of our IT support services, you will leverage your expertise to troubleshoot technical issues, provide exceptional customer service, and ...
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Help Desk Specialist II
2 weeks ago
ASM Research San Antonio, United StatesJob Description · Supports one or more software applications developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Performs a variety of intermediate user-problem analyses for the help desk. Assess ...
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4 weeks ago
University Health System- San Antonio San Antonio, United StatesPOSITION SUMMARY/RESPONSIBILITIES · Responds to all trouble calls concerning on-line service, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problem calls and either solves or ensures timely escalation to appropriate suppo ...
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Help Desk Support Specialist
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University Health San Antonio, TX, United StatesPOSITION SUMMARY/RESPONSIBILITIES · Responds to all trouble calls concerning on-line service, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problem calls and either solves or ensures timely escalation to appropriate suppo ...
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Help Desk Specialist with Security Clearance
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Experis San Antonio, United StatesExperis is looking for a Help Desk Specialist. This will be a W2 contract and 100% onsite in San Antonio, TX. Job Responsibilities: · Tier 1 help desk specialist to provide technical support for customer call in and initial troubleshooting of mission application software to eithe ...
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Help Desk Specialist with Security Clearance
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TEKsystems c/o Allegis Group San Antonio, United StatesTop Skills' Details · **TS/SCI Clearance Required ** · MUST BE US CITIZEN · Service Now · Cyber Security Standards · Networking Technologies Job Description · Role Description: · Tier 1 help desk specialist to provide technical support for customer call in and initial troubleshoo ...
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Cherokee Nation Businesses San Antonio, United StatesJob DescriptionHelp Desk Support Service Specialist IntermediateThis position requires an active Secret clearance or the ability to obtain a Secret clearance to be considered. The service desk will provide first line support (tier I and tier II support) to the end users that will ...
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Hyatt Vacation Club at Wild Oak Ranch San Antonio, United States Full timePosition Summary · Meet and greet guests as they arrive for scheduled sales presentations or stop by the sales gallery for general information. Ensures that all guests are comfortable and offers refreshments to guests as they wait for sales presentations. Assign guests to proper ...
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IT Service Desk Specialist Level II
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ActioNet San Antonio, United States· ActioNet has an immediate opportunity for an IT Service Desk Specialist. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense. · Join our dynamic team, where you will comprehen ...
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Collections Specialist
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0IT INC San Antonio, United States0IT.US INC is currently seeking a Desktop Support Specialist in San Antonio, TX. · Our Helpdesk Support Specialist performs tasks related to the repair of a variety of technology-based products typically associated with end-user computing needs. · **Responsibilities**: · - The de ...
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Director Physician Services I
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Methodist Healthcare San Antonio, United StatesThis position is incentive eligible. · **This Director Physician Services role will oversee the Fredericksburg, TX market**: · **Introduction** · Executives thrive with us HCA Healthcare is one of the nation's leading providers of healthcare services, comprising of over 180 hospi ...
Help Desk Specialist - San Antonio, United States - ASM Research
Description
Job Description
Supports one or more software applications developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Performs basic user-problem analyses for the help desk. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.
Minimum Qualifications
Other Job Specific Skills
Disclaimers
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Help Desk Specialist professionals in San Antonio
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