Help Desk Specialist

Key Duties and Responsibilities:

• Provide the initial analysis, diagnosis, and troubleshooting of user queries via phone, e-mail, and ticketing system.
• Determine nature of severity of incidents, and communicate and/or escalate to incident tracking program.
• Ensure all phone incidents are documented properly within the incident tracking program.
• Multiple shifts to staff cover 24×7 support.
• Perform other tasks a required by Team Lead
• Other duties and responsibilities as assigned.

Minimum Job Requirements:

• 2 years experience in a customer service AND technical support environment
• High school diploma or GED. College degree preferred.
• Exceptional customer service and people skills.
• Strong analytical troubleshooting skills.
• Excellent written and verbal communication skills.
• Strong work ethic, excellent attendance and flexibility to work overtime.
• Team player with a positive, friendly attitude.
• Sense of urgency for incident resolution.
• Ability to multitask in a fast paced environment with minimal direction.
• Proven ability and experience with Windows 7, Internet Troubleshooting, and basic networking.
• Experience with MS Office programs.