IT Help Desk Specialist

We are looking for a competent and qualified Help Desk Specialist to provide fast and useful technical
support and assistance on computer systems, hardware, software, and computer applications to users
experiencing problems or computer issues. The candidate will answer queries on basic technical issues
and offer advice to solve them.
An excellent Help Desk Specialist must have good technical knowledge and be able to communicate
effectively to understand the problem and explain its solution. He or She must also be customer‐
oriented and patient to deal with difficult computer users.
The job also involves asking questions to determine how they can best solve a computer user’s problems
using resources and technical knowledge.
The primary intention is to ensure satisfaction and ability to properly operate any digital machinery or
technology users may be having trouble with. The goal is to create value for them.
The candidate will work with users remotely and in person, guiding them through systems configuration
and troubleshooting, while aiming to resolve issues with efficiency.  
Standout candidates will be excellent problem‐solvers with outstanding communication and customer
service skills.
We value providing superior customer service and are committed to the successful operation of our
information technology systems.

Job Description

• Perform remote and in person troubleshooting through systems configuration, maintenance, and diagnostic techniques and pertinent questions
•  Listen attentively to users’ questions and concerns and provide the best solutions and advice on technical issues and details provided by users
• Direct unresolved issues to the next level of support staff
• Walk customers step‐by‐step through the problem‐solving process
• Prioritize customer satisfaction in all communications, and follow up with users to ensure satisfactory service
• Log events and problems and their resolution in the same issue tracking record
•  Provide accurate information, quick, and effective assistance with IT products or services