Job Description
Job Description
Location: Buda, TX
Job Category: Help Desk Support Specialist
Salary Interval: SALARY
Req #: 191
Pay Range: N/A
Job Summary
The Help Desk Support Specialist is responsible for providing technical support to clients either over the phone or in person. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Primary Responsibilities
- Handle Tier 1 Help Desk escalations via ticketing system
- Monitor and Manage incoming ticket queue and route appropriately
- Meet or exceed existing SLA’s
- Required Minimum weekly amount of work completed in the ticketing system
- Provide technical assistance either over the phone or in person and to remote users
- Install, modify, and repair computer hardware and software (Break/Fix)
- Manage and monitor internal assets to ensure accurate inventory records (hardware and software)
- Assists end-users in resolving complex technical problems. Resolves and/or refers highly complex technical problems as appropriate
- Documents and maintains workflows utilized in successful issue resolution.
- Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
- Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to and identifying the client’s issue(s).
- Strong Customer Service Skills
- Keep customers informed of progress, changes and solutions in a timely and effective manner
- Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
- Provide accurate information on IT products and services.
- Manage Active Directory users, groups and security
- Push Applications to mobile devices and computers
- Ordering, monitoring shipments of hardware, PC Swaps, Migrations, PC backups
- Working with vendors to support software and hardware
- Virus and malware remediation
- Attention to detail and Excellent multi-tasking skills
- Duties eligible to change on an as needed basis
Dynamic Systems, Inc. is an equal opportunity employer regardless of race, creed, color, gender, age, religion, disabilities, national origin or veteran status.
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