Help Desk Specialist

Key Duties and Responsibilities:

• Provide the initial analysis, diagnosis, and troubleshooting of user queries via phone, e-mail, and ticketing system.

• Determine nature of severity of incidents, and communicate and/or escalate to incident tracking program.

• Ensure all phone incidents are documented properly within the incident tracking program.

• Multiple shifts to staff cover 24 7 support.

• Perform other tasks a required by Team Lead

• Other duties and responsibilities as assigned.

Minimum Job Requirements:

• 2 years experience in a customer service AND technical support environment

• High school diploma or GED. College degree preferred.

• Exceptional customer service and people skills.

• Strong analytical troubleshooting skills.

• Excellent written and verbal communication skills.

• Strong work ethic, excellent attendance and flexibility to work overtime.

• Team player with a positive, friendly attitude.

• Sense of urgency for incident resolution.

• Ability to multitask in a fast paced environment with minimal direction.

• Proven ability and experience with Windows 7, Internet Troubleshooting, and basic networking.

• Experience with MS Office programs.