Help Desk Specialist
$52,000–$52,000 year
HybridLakewood, Colorado, United States
Job Summary
Answer, evaluate, and prioritize incoming telephone, portal, chat, and email requests from users experiencing hardware, software, networking, and other computer-related issues. Interview users to diagnose technical problems, determine root causes, and perform incident recognition, isolation, resolution, and follow-up. Provide Tier 2 support when necessary and collaborate with vendors and development teams to resolve complex software and hardware errors. Establish expertise in print and order management software by performing user acceptance testing, documenting issues, and writing Knowledge Base articles. Log all interactions in the IT Service Management system and make recommendations to reduce call volume and improve support processes. Install desktop and laptop computers for corporate staff and configure software and peripheral equipment.
Required Qualifications
- Excellent mastery of written and spoken English
- Help desk experience with demonstrated technical troubleshooting proficiency
- Experience supporting software, hardware, networking, and desktop technologies
- Technical ability to troubleshoot software and hardware
- Strong attention to detail and ability to work under tight deadlines
- Strong analytical, numeracy, and problem-solving skills
- Self-motivated with the ability to manage multiple priorities and complete projects on time
- Ability to work in a fast-paced environment while delivering results and meeting deadlines
- Positive, can-do attitude with flexibility, adaptability, and strong business acumen
- Excellent customer service and communication skills with the ability to support both technical and non-technical users
- Collaborative spirit, with appreciation of diverse perspectives
- Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions
Desired Qualifications
- Print shop, retail shipping, or business center experience
- Network equipment experience
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