Help Desk Support Specialist
2 semanas atrás
The Help Desk Technician II is a critical member of our Park Place Technologies team, responsible for delivering exceptional customer service and technical support to our clients. As a Help Desk Technician II, you will provide timely and effective support for IT issues, ensuring that our clients' technology needs are met with the highest level of proficiency and professionalism.
Key Responsibilities- First-Level Support: Provide first-level support for end-users, troubleshooting and resolving IT issues related to workstations, telephones, printers, and computer equipment.
- Help Desk Ticketing: Manage the help desk ticketing system, ensuring that incidents are routed to the correct group within the IS/IT department.
- Hardware and Software Support: Troubleshoot and resolve complex hardware and software issues, including endpoint security management, Windows, Cisco networks, and mobile applications.
- IT Equipment Deployment: Configure, install, and deploy new workstations, telephones, printers, and other IT equipment required by Park Place employees.
- Documentation and Record-Keeping: Document incoming calls and record specific issues to identify ongoing patterns and areas for improvement.
- Collaboration and Escalation: Collaborate with team members and manager to escalate and resolve ongoing issues.
- Professional Development: Stay abreast of new and emerging information technologies, as well as current trends in the industry.
To be successful in this role, you will need to possess a strong understanding of operating systems, networks, programming languages, firewalls, and routers. You must also have the ability to make decisions quickly with limited information, solve complex problems, and read and understand complex manuals and terminology. A minimum of 3-4 years of related experience, including 1-2 years in a help desk technician role, is required.
A strong customer experience background is essential, and certifications such as Network+, A+, and Windows workstation certifications are highly preferred. An associate or bachelor's degree is also highly preferred.
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