Help Desk Support I
3 Months ago • 2 Years +
Customer Service
Job Description
Our client is seeking a Help Desk Support I Specialist for a contract opportunity. This role provides hardware, software, and systems support for employees and is responsible for coordinating the delivery of IT services to internal users. The specialist collaborates with cross-functional teams to ensure IT services are operational, acts as a point of contact for incident escalations, and works both collaboratively and independently to triage and resolve IT issues. This includes resolving technology problems escalated from Level 1 Service Desk, providing assistance to Level 1 analysts, and monitoring outstanding issues to meet response and resolution times. The role also involves addressing and guiding the progress of IT requests for customized applications, acting as backup for the Company Genius Bar, motivating teams and stakeholders, and providing status updates to management regarding unresolved requests and system outages. The specialist will act as a liaison between end users, technical support staff, and management, perform software installations, data backup and recovery, and lead/assist on projects related to new applications or technology, while also creating and maintaining knowledgebase articles.
Good To Have:
- Associate Degree in a related field or equivalent experience
- Professional Certifications (Net+, CCNA Collab, CCNE, HDI, ITIL)
- Experience with RingCentral
- Experience with NICE InContact
Must Have:
- Minimum of 2 years experience in customer support
- Proven desktop, technical, and training skills
- Experience supporting resources at all organizational levels
- Experience with Active Directory
- Experience with remote desktop tools
- Experience with ticketing systems
- Experience with Microsoft Office products
- Experience with Outlook
- Experience with Microsoft Windows 10
- Experience with Office 365
- Expert knowledge of software, hardware, systems, and applications
- Excellent analytical and problem-solving skills
- Ability to interact effectively with all levels of employees
- Ability to work efficiently on multiple tasks and projects
- Strong technical, analytical, and critical thinking skills
Our client is seeking a Help Desk Support I Specialist for a contract opportunity.
Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.
Essential Responsibilities
• Provides resolution of technology problems that are escalated from Level 1 Service Desk.
• Provides assistance and direction to Level 1 Service Desk analysts as needed.
• Monitors outstanding issues to ensure both response and resolution times are met.
• Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
• Acts as backup for the Company Genius Bar by being fully versed on all IT solutions.
• Motivates the team and stakeholders to act without direct authority.
• Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
• Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
• Performs software installations and data backup and recovery for end users
• Leads and assists on various projects regarding new applications or technology.
• Creates and maintains knowledgebase articles.
• All other duties as assigned.
Education and Experience
• Associate Degree in related field or equivalent experience preferred
• Minimum of 2+ years experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
• Professional Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL is a plus
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
• Experience with RingCentral and NICE InContact is a plus.
Knowledge, Skills and Abilities
• Expert knowledge of software, hardware, systems, and applications used by Company associates.
• Excellent analytical and problem-solving skills to diagnose and resolve related problems.
• Able to interact effectively with Executive and all other levels of Company employees.
• Able to work efficiently on multiple tasks and projects at any given time.
• Strong technical, analytical, and critical thinking skills
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.
Essential Responsibilities
• Provides resolution of technology problems that are escalated from Level 1 Service Desk.
• Provides assistance and direction to Level 1 Service Desk analysts as needed.
• Monitors outstanding issues to ensure both response and resolution times are met.
• Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
• Acts as backup for the Company Genius Bar by being fully versed on all IT solutions.
• Motivates the team and stakeholders to act without direct authority.
• Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
• Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
• Performs software installations and data backup and recovery for end users
• Leads and assists on various projects regarding new applications or technology.
• Creates and maintains knowledgebase articles.
• All other duties as assigned.
Education and Experience
• Associate Degree in related field or equivalent experience preferred
• Minimum of 2+ years experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
• Professional Certifications such as Net+, CCNA Collab, CCNE, HDI, or ITIL is a plus
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
• Experience with RingCentral and NICE InContact is a plus.
Knowledge, Skills and Abilities
• Expert knowledge of software, hardware, systems, and applications used by Company associates.
• Excellent analytical and problem-solving skills to diagnose and resolve related problems.
• Able to interact effectively with Executive and all other levels of Company employees.
• Able to work efficiently on multiple tasks and projects at any given time.
• Strong technical, analytical, and critical thinking skills
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
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