Help Desk Support Specialist - HPDKANLOS

NavitsPartners - Chillum, MD

Full-time - Entry Level

Chillum, MD

About the position

The Help Desk Support Specialist at NavitsPartners is a critical 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 via phone and email, ensuring that all interactions are handled in a professional and courteous manner. The specialist will be responsible for documenting 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, the specialist will escalate more complex problems to experienced staff members, ensuring that users receive the best possible support. Maintaining records of the help desk support process and resolutions is a key responsibility, as it helps in tracking recurring issues and improving overall service quality. The specialist will utilize various online resources to assist in troubleshooting and issue resolution, demonstrating a strong understanding of Dell and VMware products. Additionally, experience with incident response and security is crucial, as the role may involve addressing security-related issues. The ability to travel to client locations on short notice is also a requirement, highlighting the need for flexibility and adaptability in this position.

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.