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Helpdesk Specialist Jobs

Company

Interactive Resources - iR

Address Tampa, FL, United States
Employment type CONTRACTOR
Salary
Category Software Development,Accounting
Expires 2023-08-06
Posted at 10 months ago
Job Description

The Help Desk Technician is an essential role, in providing support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration.


Essential Responsibilities (includes, but is not limited to):

  • Updates our internal databases with information about technical issues and useful discussions with customers
  • Shares customer feedback or suggestions with the appropriate internal team
  • Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
  • Serves as first point of contact for customers seeking technical assistance over the phone or through email
  • Provides first-tier help desk support for partners’ end-users by performing basic troubleshooting
  • Investigates and resolves technical issues
  • Follows up with customers to ensure their technical issues are resolved

Ideal Skills, Experience, and Competencies:

  • Ability to diagnose and resolve basic technical issues
  • Experience using help desk software and remote support tools preferred
  • Excellent analytical skills & problem-solving skills combined with the ability to provide a quick resolution to problems
  • Demonstrates a technical awareness of network topology, protocols, and server connectivity
  • Must be customer service oriented and patient to deal with difficult customers, and work well in a team-oriented collaborative environment
  • Ability to communicate professionally by phone and email
  • 1year of experience as a Customer Support Specialist or a similar customer service role preferred
  • Good understanding of computer systems, mobile devices, and other tech products


Required Education & Certifications:

  • High School Diploma/GED or equivalent work experience