IT Help Desk Support Specialist

North End Teleservices - Omaha, NE

Full-time

Omaha, NE

Telecommunications

About the position

The IT Help Desk Support Specialist will provide comprehensive technical support to end-users across the company, focusing on troubleshooting and resolving hardware, software, and network-related issues. This role requires a broad range of technical skills, exceptional problem-solving abilities, and the capacity to manage various IT tasks effectively. The specialist will serve as the primary point of contact for IT inquiries, ensuring timely and polite service while collaborating with other IT teams for escalated issues.

Responsibilities

• Provide technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly, politely, and effectively.
• Serve as the first and sometimes only point of contact for IT and Help Desk inquiries, troubleshooting problems, and providing timely solutions.
• Assist in the setup and configuration of workstations, laptops, printers, and other IT equipment for employees.
• Install, upgrade, and maintain software applications, ensuring compatibility and functionality.
• Collaborate with other IT teams to resolve escalated technical issues and coordinate problem resolution.
• Escalate complex problems to appropriate technical teams and follow up to ensure timely resolution.
• Maintain accurate records of IT support requests, actions taken, and resolutions in a help desk ticketing system.
• Perform user account management tasks, including creating, modifying, and disabling accounts.
• Conduct user training sessions and create documentation to assist end-users in resolving common issues.
• Stay up to date with the latest IT trends and technologies to provide effective support and recommend improvements.

Requirements

• High School Diploma.
• Professional Certifications within Computer Sciences or Information Technology a plus.
• 1 - 2 Years of Experience in a Contact Center or related environment.
• Experience with technical knowledge and understanding of IT systems, hardware, software, and networks.
• Prior experience in an IT Help Desk or customer support role is preferred.

Nice-to-haves

• Displays empathy and understands the impact of emotions on oneself and others, fostering a positive and supportive work environment.
• Exhibits active listening skills and shows genuine concern for the needs and concerns of end-users, peers, and colleagues.
• Manages conflicts and difficult situations with professionalism, tact, and diplomacy, seeking win-win resolutions.
• Adapts well to change and approaches challenges with resilience and a positive attitude.
• Recognizes and manages personal emotions effectively, demonstrating self-awareness and self-regulation.
• Possesses cultural sensitivity and awareness, promoting inclusivity and embracing diversity within the team and across the organization.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with all levels of the organization.
• Knowledge of contact center technology.
• Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices.
• Strong computer and contact center technology acumen with proficiencies in Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Knowledge Management systems, Customer Relationship Management systems, Cloud Based Software, and/or Power BI.
• Proficiency in ticketing systems and help desk software.
• Excellent command of the English language, and effective use of grammar skills.
• Demonstrated effective time management skills and the ability to prioritize tasks.
• Math Skills.
• Multi-tasking Skills.
• Ability to handle various projects in a fast-paced environment.
• Willingness to learn and adapt to new technologies and processes.

Benefits

• Comprehensive benefits package offered by North End Teleservices.