IT Help Desk

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The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. Problem resolution may involve the use of diagnostic and help request tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities Deploy software using distribution tools and processes as requested by end users

Provide first contact support of incoming requests to the service desk via telephone, email, chat, ticket system to ensure courteous, timely, and effective resolution of end-user issues

Prioritize incidents and service requests

Escalate incidents with accurate documentation to applicable group, when required

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

Use remote tools and diagnostic utilities to aid in troubleshooting

Research solutions through internal and external knowledgebase as needed

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

Test fixes to ensure an incident has been adequately resolved

Provide suggestions for continual improvement

Position Requirements College diploma or university degree in the field of computer science or minimum 1 year equivalent work experience

Knowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktops

Experience with desktop and phone operating systems, including Android, Iphone, Windows 11

Working knowledge of a range of diagnostic utilities

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

Personal Attributes Ability to conduct research into a wide range of computing issues as required

Ability to absorb and retain information quickly

Ability to present ideas in a user-friendly manner

Highly self-motivated and directed

Attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a fast-paced environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Work Conditions
40-hour work week on-site as required

Sitting for extended periods of time Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

Lifting and transporting of moderately heavy objects, such as computers and peripherals

Compensation:
The base salary range for this role is $21–$25 hourly. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.