Service Desk Specialist

Provide fast and useful technical assistance on computer systems. Answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be employee-centered and patient to deal with difficult employees.

Essential Duties

• Accommodates client disabilities by recommending devices and techniques.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

• Ship new and replacement equipment to remote employees

• Other duties as assigned.

 Skills and Abilities Required

• Proven experience as a help desk technician or other customer support role

• Experience Supporting a wide variety of platforms including Windows OS, Mac OS, Microsoft products including Office 365, Adobe and G-Suite

• Tech savvy with working knowledge of office automation products, databases and remote control

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and resolve basic technical issues

• Excellent communication skills

• Customer-oriented and cool-tempered

Physical Requirements

This position requires the following physical activities with or without accommodation.

• Must be able to remain in a stationary position 50% of the time.

• Frequent communication with others, requiring the exchange of accurate information.

• Visual acuity, i.e., close distance, and color vision, depth perception and the ability to adjust focus.

Work Environment

• This position operates in an office environment.

Required Education and Experience

• BSc/BA in IT, Computer Science or relevant field

• Prior information technology or systems administration experience preferred

• Familiarity with telephone, office, and point-of-sale software a plus

• This is a hybrid schedule that would have you working in our offices in downtown Greenville, SC part time.