Desktop Support I
HelpSystems LLC

Job Info

---

RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY

The IT Desktop Support Level 1's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, escalating and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and helpdesk request tracking tools, working with local and remote users, providing support at the desktop level.

WHAT YOU'LL DO

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming service desk requests from end users via both the Helpdesk system and telephone in a courteous manner.
• Build rapport and draw problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced engineer.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources both on the internal Knowledge Zone and on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to service desk requests.
• Develop help sheets and frequently asked questions lists for end users.
• Perform activities in a productive, timely and effective manner.
• Prepared to work outside of normal working hours (weekends)

QUALIFICATIONS

• At least 2 years' experience working on a IT Department
• Knowledge and experience of supporting Microsoft products (OS and O365).
• Knowledge and experience of using Active Directory on a daily basis
• Sufficient networking knowledge and experience to perform troubleshooting to diagnose, document and resolve networking related issues and be able to draw on examples to evidence this.
• Strong ability to learn and show initiative in order to provide value added solutions to business users and be able to draw on examples to evidence this.
• Strong desire and ability to identify and assist in providing root cause resolution to recurring issues and be able to draw on examples to evidence this.
• Comfortable dealing with end users both in person and remotely (on phone or remote support tools).
• Knowledge and experience of using backup software and media management.
• Sufficient knowledge of computer hardware in order to diagnose, document and resolve hardware related issues.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed and keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

HelpSystems is passionate about making life easier for modern organizations and improving the lives of our customers. As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more!

Check out our website to learn more about HelpSystems and apply by visiting our Careers page. We encourage you to check out our Glassdoor page as well….

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran, or disability status.

 

This job has expired.