Help Desk Support Specialist

Years of Relevant Experience: 3 + Years of Experience in Call Center Support
1 Year of experience in Help Desk technical Support
Preferred Education: 4-year college degree or equivalent technical study preferred; may accept equivalent work experience.
Job Description: • Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Have the ability to train and lead other team members and new team members on technical procedures and development
• Report Incident Management to the Management Team and escalate any discerning technical issues
• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps.
• Use technical databases to research problems and talk with co-workers to research problem and find solution.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates.
• Follow quality standards.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
Mandatory skills • Microsoft O365, ability to type 40+ WPM, excellent time management
• Previous experience in training new associates or leading in a call center environment
Certifications or Desired skills if any Experience with ServiceNow, Salesforce or similar ticketing system.