NavitsPartners - Bakersfield, CA
posted 3 months ago
About the position
The Help Desk Support Specialist at NavitsPartners is a critical role responsible for providing technical support to users in a professional and efficient manner. This position involves managing incoming help requests from users via phone and email, ensuring that all inquiries are addressed promptly and effectively. The specialist will document user information and the nature of their issues, which is essential for maintaining accurate records and facilitating future support interactions. In this role, the Help Desk Support Specialist will prioritize and schedule support requests, escalating more complex issues to experienced staff when necessary. This requires a strong understanding of the support process and the ability to assess the urgency of various requests. The specialist will also be responsible for maintaining records of the help desk support process and resolutions, which is vital for tracking performance and identifying areas for improvement. Additionally, the specialist will utilize online resources to support troubleshooting and issue resolution, demonstrating a proactive approach to problem-solving. Knowledge and experience with Dell and VMware products are essential, as well as familiarity with incident response and security protocols. The role may require travel to client locations on short notice, emphasizing the need for flexibility and adaptability in a dynamic work environment.
Responsibilities
- Manage incoming help requests from users via phone and email in a professional manner.
- Document user information and the nature of their issues.
- Prioritize and schedule support requests, escalating to experienced staff when necessary.
- Maintain records of the help desk support process and resolutions.
- Use online resources to support troubleshooting and issue resolution.
Requirements
- Knowledge and experience with Dell and VMware products.
- Experience with incident response.
- Security experience.
Nice-to-haves
- Willingness to travel to client locations on short notice.
