Excel Total Business is seeking a highly skilled and motivated Help Desk Specialist to join our team. As a Help Desk Specialist, you will play a crucial role in providing technical assistance and support to our clients. In this role, you will have the opportunity to work with various technologies and collaborate with a talented team to ensure the smooth functioning of our clients' IT systems.

Responsibilities

Provide first-level support and issue resolution to clients via phone, email, or chat, ensuring timely and effective solutions
Diagnose and troubleshoot hardware and software issues, documenting the steps taken and providing accurate and concise information to further assist clients
Install, configure, and maintain hardware and software, ensuring compatibility with clients' systems
Collaborate with team members to escalate and resolve complex technical issues promptly
Educate clients on using various software and hardware systems and applications, enabling them to maximize their productivity
Respond to IT emergencies and on-call requests, resolving critical technical issues for clients to minimize downtime
Maintain accurate records of client interactions, including technical details and solutions provided, using our ticketing system

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field
Proven experience working in a similar role, providing technical support and troubleshooting to clients
Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues using a methodical approach
Excellent communication skills, both written and verbal, to effectively communicate technical information to non-technical clients
In-depth knowledge of Microsoft Windows operating systems, including Windows 10 and Windows Server
Familiarity with Active Directory, Group Policy, and network protocols
Experience supporting common business applications such as Microsoft Office Suite, antivirus software, and remote access tools
Strong customer service skills, with a friendly and empathetic approach to client interactions
Ability to work well in a team-oriented and fast-paced environment
Professional certifications, such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST), are highly desirable

Benefits

Health Care Plan (Medical, Dental & Vision)
Life Insurance (Basic, Voluntary & AD&D)
Work From Home
Wellness Resources

Excel Total Business

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Help Desk Specialist