- Receive all incident notifications – this can be through phone, e-mail, or web.
- Record all incidents in the service desk management platform.
- Classify all incidents – specify the nature of the incident, including affected users, systems, hardware and services.
- Prioritize all incidents properly to enable effective escalation.
- Escalate all incidents as necessary, following through completely, ensuring resolution.
- Maintain consistent communication with all parties.
- Work on special projects as assigned.
- Prepare brief reports to Help Desk Manager on weekly performance.
- Responsible for setting up Video Conferences and Video Presentations.
- Attendance/Punctuality – Is consistently at work and on time for all appointments.
- Travel might be required to Firm's other offices.
- If required, participate in a weekend/late-night on-call support.
- Bachelor's degree, or 1-2 years in related work experience.
- Any professional certification is a plus (CompTIA, VMWare, MCP, etc.).
- Strong knowledge of Microsoft Windows 10 operating system, Office 365 Suite, (Azure) Active Directory, telework applications and services.
- Good knowledge of computer architecture; ability to troubleshoot common peripheral devices; basic knowledge of networking.
- Prior experience in a help desk or IT customer service setting.
- Ability to learn effectively and retain information.
- Ability to work independently and utilize one's own resources for problem solving.
- Communicate clearly and concisely, both orally and in writing.
- Strong organizational skills, meeting timelines with effective record keeping.
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Help Desk Specialist - Cleveland, United States - Hunter International Recruiting
Description
The Help Desk Specialist will be expected to troubleshoot, diagnose, and resolve complex hardware and software problems. To perform this job successfully, an individual must be able to perform each of the essential duties listed below satisfactorily.
Help Desk Specialist Responsibilities:
Help Desk Specialist Requirements:
