Help Desk Specialist

Location: Vista, CA
Department: Operations

Description

Essential Functions:

  • Serving as the first point of contact for employees seeking technical assistance over the phone or email
  • Provide technical assistance and support for incoming queries and issues related to computer and phone systems, software and hardware
  • Manages and coordinates urgent and complicated support issues.
  • Develop a phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine root cause of issues and communicate appropriately to internal and external employees.
  • Set up new employee computer, laptop, email, and other programs as needed
  • Support Infor: ERP Cloud Software
  • Train computer users
  • Maintain daily performance of computer systems
  • Install, modify, backup and repair computer hardware and software
  • Set -up and clean up computers when needed
  • Run diagnostic programs to resolve technical problems
  • Identify and suggest possible improvements of procedure
  • Establish best practices through the entire technical support process
  • Dedication to the company quality system and regulatory requirements
  • Other responsibilities and projects as assigned by management

 

Skills/Qualifications:
 

  • Bachelor’s degree preferred in Computer Science or relevant field
  • 3+ years of help desk technician or IT experience preferred
  • Experience with Infor: ERP Cloud Software Highly preferred
  • Proven working experience in providing help desk support
  • Working knowledge of help desk software, phone systems, databases and remote control
  • Exceptional communication (verbal and written) and interpersonal skills
  • Must be detail-oriented with excellent analytical and problem-solving skills
  • Proven experience as a help desk technician or other customer support role
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency with MS Word, PowerPoint and Excel
  • Positive attitude, honesty and a team player mentality
  • Ability to manage multiple tasks simultaneously
  • Willingness and eagerness to learn by taking on new responsibilities as deemed necessary by management




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