NavitsPartners - Escondido, CA
posted 3 months ago
About the position
The Help Desk Support Specialist at NavitsPartners is a critical role responsible for providing exceptional technical support to users in Escondido, CA. This position involves managing incoming help requests from users through various channels, including phone and email, ensuring that all interactions are handled in a professional and courteous manner. The specialist will document user information and the nature of their issues, which is essential for maintaining accurate records and facilitating effective troubleshooting. 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, ensuring that users receive timely and effective solutions. The specialist will also be responsible for maintaining comprehensive records of the help desk support process and resolutions, which is vital for tracking performance and identifying areas for improvement. The position requires the use of online resources to support troubleshooting and issue resolution, making it essential for the specialist to be resourceful and knowledgeable about various technical issues. The ideal candidate will have a strong background in Dell and VMware products, as well as experience in incident response and security. Additionally, the role may require occasional travel to client locations on short notice, so flexibility and readiness to assist clients in different environments are crucial.
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
- Dell and VMware product expertise.
- Experience with incident response.
- Security experience.
- Willingness to travel to client locations on short notice.
