Help Desk Specialist II - "W-TRS "

About the position

The Help Desk Specialist II position at Vertex Aerospace LLC is a full-time remote role focused on providing first-level helpdesk support. The specialist will assist in troubleshooting issues, developing workflow processes, and ensuring customer satisfaction through effective communication and problem-solving skills. This role is essential in maintaining operational efficiency and meeting service level agreements (SLAs) and key performance indicators (KPIs).

Responsibilities

• Receive, analyze and resolve trouble tickets via telephone or email
• Provide first-level helpdesk support for issues related to desktop software, hardware, and peripherals
• Create and communicate detailed work logs within the ticketing system
• Provide technical documentation and escalate issues to Tier 2 as needed
• Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction
• Timely follow up and follow through of assigned requests
• Effectively monitor and manage assigned work queues
• Utilize all systems within the Help Desk to provide first-time resolution to customer requests
• Inform user community and team of important issues and information to improve performance
• Perform all other duties as assigned

Requirements

• Excellent customer service skills
• Excellent written and verbal communication skills
• Excellent organization skills
• Problem solving skills
• Ability to work with general supervision
• Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)
• Ability to work a flexible, rotating schedule to support 24/7 operations
• Ability to arrive to work on time for all scheduled work days

Nice-to-haves

• 2 years of Contact Center/Help Desk or customer service experience