NavitsPartners - Rancho Cucamonga, CA
posted 3 months ago
About the position
The Help Desk Support Specialist at NavitsPartners is a critical role that involves providing technical support to users in a professional and efficient manner. This position is based in Rancho Cucamonga, CA, and requires the specialist to manage incoming help requests from users through various channels, including phone and email. The specialist will be responsible for documenting user information and the nature of their issues, ensuring that all interactions are recorded accurately for future reference. In this role, the Help Desk Support Specialist will prioritize and schedule support requests, ensuring that urgent issues are addressed promptly. When necessary, the specialist will escalate more complex issues to experienced staff members, facilitating a smooth resolution process. Maintaining records of the help desk support process and the resolutions provided is essential, as it contributes to the overall efficiency and effectiveness of the support team. The specialist will also utilize online resources to assist in troubleshooting and resolving user issues, requiring a strong understanding of various technical tools and platforms. The position demands a proactive approach to problem-solving and a commitment to providing excellent customer service. Additionally, the role requires knowledge and experience with Dell and VMware products, as well as familiarity with incident response and security protocols. The ability to travel to client locations on short notice is also a key requirement, as it may be necessary to provide on-site support when issues cannot be resolved remotely.
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.
- Willingness to travel to client locations on short notice.
