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Help Desk Support

Company: Endurance IT Services
Location: Virginia Beach
Posted on: September 18, 2022

Job Description:

Job Description Help Desk Support Specialist - OnsiteProvide technical support to users in an efficient, polite, accurate manner. Considered as the companys intermediate front liner, this position will solve moderate and occasionally complex technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the organization. Provide technical support for desktop computers, notebooks, peripheral devices and associated software, as well as cellular and desktop telephones. Tracks and resolves all problems in accordance with established service level agreements.Duties and Responsibilities:Provide first and second level contact and convey resolutions to customer issues through phone, email and remote support.Respond to help desk tickets, telephone calls and e-mail requests for technical assistance.Create Active Directory accounts, Email and other accounts for STIHL employees.Update customer data in Active Directory.Utilize call tracking management system to track and escalate technical or functional issues according to procedures. Track, route and redirect problems to correct resources.Troubleshoot intermediate audio/video issues and cellular/desktop telephone issues.Utilize the Software Management Application to troubleshoot compliance issues for our end users computers.Follow up with customers, provide feedback and see problems through to resolution.Identify, document, research, track and resolve intermediate technical problems in accordance with established service level agreements.Provide support and guidance for Help Desk Specialist I.Recommended procedure modifications or improvements.Maintain current with respect to technical skills by attending training classes and seminars as needed, and with developments and changes in the client hardware and applications software industry. Provides recommendations for change where necessary.RequirementsRequirements:2+ years of experience in providing Help Desk support.Impeccable customer service focus and orientation.Strong communication skills and proficiency in English.Ability to troubleshoot Windows PC operating systems and PC/laptop hardware.Understanding and experience with the basic networking, Windows operating systems, troubleshooting, basic wireless networks, Active Directory, telephony, ticketing software, MS Outlook, MS office products, remote control.Intermediate Problem SolvingAbility to documents processes, procedures and resolutions in a clear and concise manner.Must be a proactive and able to work with occasional supervision.Must be willing to work occasional weekends and on/call for emergency maintenance 24/7.BenefitsHealth Insurance DentalVisionPaid Days Off401KRefferal Bonus ProgramLife InsuranceLong/Short Term Disibility

Keywords: Endurance IT Services, Virginia Beach , Help Desk Support, Other , Virginia Beach, Virginia

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