NavitsPartners - Newton, MA
posted 3 months ago
About the position
The Help Desk Support Specialist at NavitsPartners is a crucial role that involves providing technical support to users experiencing issues with their software and hardware. This position requires a proactive approach to managing incoming help requests from users, which can come through various channels such as 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, they will escalate more complex problems to experienced staff members, facilitating a smooth resolution process. Maintaining records of the help desk support process and resolutions is essential, as it helps in tracking recurring issues and improving overall service quality. The specialist will also utilize online resources to aid in troubleshooting and resolving user issues effectively. The position requires a solid understanding of Dell and VMware products, as well as experience in incident response and security. The ability to travel to client locations on short notice is also a key requirement, as the specialist may need to provide on-site support when remote assistance is insufficient.
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.
- Ability to travel to client locations on short notice.
