Help Desk Support Specialist

$58,240 - $70,720/Yr

Bristol Management Services - Newport Beach, CA

Full-time - Entry Level

Newport Beach, CA

Real Estate

About the position

The Help Desk Support Specialist II at Bristol Management Services is responsible for providing technical support to end-users through various communication channels. This role involves troubleshooting and resolving a range of technical issues related to computers, applications, and systems while ensuring high levels of customer satisfaction and adherence to service level agreements.

Responsibilities

• Respond to end-user requests for technical assistance through phone, email, and ticketing systems.
• Troubleshoot and resolve basic technical issues related to computers, applications, systems, devices, access, and performance.
• Utilize established processes to document, track, and resolve reported problems.
• Provide clear instructions and guidance to users on resolving and avoiding future issues.
• Escalate unresolved problems to appropriate levels or teams for resolution.
• Ensure timely follow-up on escalated issues to maintain service level agreements.
• Assist with the installation or upgrade of software and devices.
• Set up user profiles and reset passwords as necessary.
• Provide support for software and device configurations.
• Meet all service level standards for response time and quality of service.
• Maintain accurate and detailed records of support activities and customer interactions.
• Generate reports on common issues and trends to improve support processes.
• Work closely with other IT team members to resolve complex issues.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2+ years of experience in a technical support role, help desk, or IT support position.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Exceptional customer service skills with a focus on user satisfaction.
• Effective communication skills, both verbal and written.
• Experience with support ticketing systems and remote desktop tools.

Nice-to-haves

• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certifications.
• Experience with electrical principles, circuits, components, and safety.
• Knowledge of BI tools such as Crystal Reports.
• Experience with VMware, Citrix, and Firewalls.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) Retirement Plan
• Paid time off (PTO)
• Employee Assistance Program