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    Help Desk Specialist - Memphis, United States - HHM CPAs

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    Accounting / Finance
    Description

    HHM CPAs is searching for a Help Desk Specialist to assist our current IT team in the day to day monitoring, tracking, and completion of Tier 1 support tickets. This position will be pivotal as we continue to grow our tech stack and ticket volume.

    This position will be on-site in Memphis and will not be open to remote opportunities.

    Responsibilities

    • Serve as the first point of contact for customers seeking technical assistance deskside, over the phone, or email
    • Respond quickly to inbound ticket requests, triaging highest priority
    • Troubleshoot through effective diagnostic techniques and pertinent questions
    • Walk the customer through the problem-solving process
    • Escalate 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 logs
    • Follow-up and update customer status and information

    Requirements and skills

    • Proven experience as a help desk technician or other customer support role
    • Understanding of Microsoft 365 common issues and resolutions
    • Knowledge of current technology trends with working knowledge of office automation products, databases and remote control
    • Good understanding of computer systems, mobile devices and other tech products
    • Excellent communication skills
    • BSc/BA in IT, Computer Science or relevant field
    • Network + certificate desired

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