- Serves as the first point of contact for end-users seeking technical assistance over the phone, portal, email, or in-person, partnering with other IT staff and escalating issues as appropriate. Performs remote troubleshooting and resolves requests and issues regarding computer systems, hardware and software. Uses Help Desk ticketing system to record and respond to all incidents and requests in an efficient and timely manner.
- Responds to customers in a timely manner, initiating first response to tickets within the defined SLA. Communicates with end-users frequently including notification of work being done, answers to customer inquiries, resolution of issues and requests, and follow-up communications to ensure issues are addressed to the customer's satisfaction
- Performs hardware troubleshooting and repairs, maintains equipment, and recommends upgrades to enable the company to make the most effective use of technology. Assists with maintaining an accurate inventory of computer hardware and peripherals. Installs, deploys, configures, and is knowledgeable in the function of all common desktop and mobile software in use, including Microsoft Windows, Office 365, Enterprise software packages, as well as iOS and mobile applications. Maintains software versions and assists with the tracking of software inventory and licenses.
- Resolves customer issues and requests in a prompt and timely manner, ensuring resolution within the defined SLA. Escalates and directs unresolved tickets to the next level of support as needed to ensure resolution. Ensures troubleshooting steps and work completed are documented within the ticket and a helpful explanation of resolution is communicated with the customer.
- Delivers and completes work on customer issues and requests in a prompt, clear, and courteous manner that delivers world class customer service and builds customer satisfaction. Demonstrates high levels of customer service skills in-person, over the phone, and through email. Based on Help Desk activity, identifies opportunities to proactively improve end-user productivity and eliminate problem areas.
- Assists in maintaining appropriate documentation and files for IT troubleshooting, instruction, and record-keeping purposes. Contributes solutions and troubleshooting steps to the knowledge base.
- Minimum 2 - 4 years experience in an IT customer support role, with a strong interest in customer service.
- Experience working with Information Technology operational processes, customer support processes, and vendors.
- Working knowledge of a variety of technologies and platforms (operating systems, computer hardware, and software).
- High-level customer service skills.
- Strong organizational skills with the ability to prioritize, manage, and perform multiple tasks with multiple deadlines, responding quickly to changing priorities.
- Ability to work and think independently to troubleshoot, document, and resolve issues.
- Effective written and oral communication skills; must be able to speak and write clearly and correctly; to communicate accurately and succinctly.
- Paid holidays
- Blue Cross health insurance
- Dental and vision insurance
- Growth potential with a stable company
- $250 lifestyle spending account
- Vacation time accrued immediately with increases every year
- 401(k) with match and profit sharing
- Continuing education and advancement opportunity
- Term Life insurance
- Accidental Death insurance
- Dependent Life insurance
- Prepaid Legal
- Flexible spending accounts
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IT Help Desk Support Specialist - Des Moines, United States - The Waldinger Corporation
Description
The Waldinger Corporation, a growing Mechanical, Electrical, Plumbing, and Sheet Metal industry leader, is adding an IT Help Desk Analyst to our team
We are looking for an enthusiastic person with strong computer and organizational skills The Help Desk Support Specialist provides effective and timely resolution over a range of end-user inquiries which will require technical knowledge, supports and manages end-user hardware and software, and assists end-users with all manner of computing procedures, maintaining a high level of customer service.
Job Responsibilities:
The Waldinger Corporation is an EOE, including disability/vets.
The Waldinger Corporation participates in E-Verify.
