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