Help Desk Technician

Requirements

Must have:

– A minimum of 1-2 years of experience in a technical support role, demonstrating a proven track record of resolving complex issues and delivering exceptional customer service. – Extensive experience with various operating systems (e.g., Windows, macOS, Linux), application software, desktop and laptop hardware, printers, and network systems. – Proficiency in using ticketing systems and writing detailed technical support reports. – Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users. – Strong analytical and problem-solving abilities, with a demonstrated capability to diagnose and resolve technical issues efficiently. – A commitment to providing outstanding customer service and support, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment. – Relevant certifications or a degree in Information Technology, Computer Science, or a related field is preferred.

Responsibilities:

• Serve as the initial point of contact for all end-user technical issues and inquiries, addressing and resolving issues efficiently and professionally through various communication channels, including phone, email, and chat. – Diagnose and troubleshoot hardware and software problems, including issues related to desktop and laptop computers, printers, and network connectivity. Provide solutions or escalate complex issues to higher-level support as necessary. – Write clear, concise, and informative service tickets to document user-reported issues, ensuring that all tickets are managed effectively, with timely follow-up and resolution, while maintaining a high level of customer satisfaction throughout the support process. – Identify when issues require escalation to higher-tier support or specialized teams, ensuring that escalations are communicated clearly and that relevant details are provided to facilitate swift resolution. – Create and maintain detailed technical support reports and documentation, contributing to the development and enhancement of support processes and knowledge base articles. – Stay updated with the latest industry trends, tools, and technologies, continuously expanding your knowledge base on popular operating systems, application software, and network infrastructure.

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Company:

We are seeking a highly skilled and experienced Support Desk Specialist III to join our dynamic IT support team in St. Louis, MO. In this in-person role, you will be the first line of support for end-users, providing exceptional customer service and technical assistance via telephone, email, or chat. Your primary responsibility will be to troubleshoot and resolve a wide range of hardware, software, and voice/data communication system issues. If you are a dedicated IT professional with a passion for solving technical challenges and delivering top-notch support, we encourage you to join our team and contribute to maintaining the seamless operation of our IT systems while enhancing the overall user experience. This position is a contract-to-hire opportunity with an expected pay rate of $13.00 – $15.00 per hour for approximately 40 hours per week.