Ledgent - Brookfield, CT
posted about 1 month ago
Full-time
Brookfield, CT
Administrative and Support Services
About the position
The Help Desk Specialist is responsible for providing onsite technical support to customers, ensuring prompt resolution of issues related to desktop computers, peripheral equipment, and software. This role emphasizes exceptional customer service and effective communication, as well as adherence to IT standard processes and procedures to maximize customer satisfaction.
Responsibilities
- Research, diagnose, troubleshoot, and identify solutions to customer issues.
- Comply with standard procedures for proper handoff of unresolvable issues to internal teams.
- Provide prompt and accurate feedback to customers in a professional manner.
- Assist with the installation, configuration, and ongoing usability of desktop computers and software.
- Monitor license compliance and follow IT standard processes and procedures.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Log all customer requests and update calls utilizing the designated call handling and tracking system.
- Provide Helpdesk, Deskside, and Walkup hardware and software support as needed.
- Serve as tier 1 first point of contact for 7/24 Global Support process.
Requirements
- Strong computer skills for troubleshooting and diagnosing issues.
- Exceptional customer service skills.
- Excellent communication skills.
