Previous Job
Previous
Help Desk Specialist 2
Ref No.: 24-194352
Location: Springfield, Massachusetts
Position Type:Contract
Start Date: 11/13/2024
Title: Help Desk Technician
Location: Springfield, Massachusetts | 3 Days Onsite
Duration: 6+ Months
Job ID: 34310904
Hours Per Week: 40.00

Job Description:
  • The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level.
  • The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
  • They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
  • They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
  • When a major problem is suspected, they alert the client community and team members. The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.

Job Responsibilities:
  • Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed applications, hardware and software products supported by IT
  • The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high-volume help desk call center environment
  • Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
  • Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
  • Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
  • Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity

Skills:
  • Possess strong written and oral communication skills
  • Exhibits exceptional Customer Service soft skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to incident description, detail and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
  • Call center environment

Education:
  • Associates degree preferred; HS Diploma/ GED required