IT HelpDesk Support Specialist; ITHSS

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Full Time Calabasas, CA, US

2 days ago Requisition

Salary Range: $28.00 To $32.00 Annually

At Ama Waterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, Ama Waterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other—with genuine care, warmth and respect.

Ama Waterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with Ama Waterways today.

SUMMARY: This position is primarily responsible for managing tickets through an online help desk system and phone. Creating and maintaining tickets will also be a priority as well as managing client appointments by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:Core duties and responsibilities include the following. Other duties may be assigned.

• Assists our Network Administrators providing first and second level support for all our clients including workstation support, Microsoft Office support, printer setup and troubleshooting, user network connections, Shore Tel phones, and remote workplace technologies.
• Monitors all ‘High’ and ‘Major’ priority IT Help Desk issues and properly escalate unresolved queries to the next level of support to ensure prompt resolution.
• Monitors IT Help Desk records and analyzes reports, take preventative action to ensure Service Levels are met across the IT operational group.
• Performs hardware relocations, and re-configuration (e.g. personal computers (PC) and telephone).
• Provides telephone and customer facing support for initial fault diagnosis; liaises with customer throughout to ensure satisfactory resolution of problem.
• Creates and coordinates live webinars and on-demands which includes coordinating kickoff and setup, maintains files to accreditation standards, verify accuracy of materials, writes moderator scripts, hosts and moderates webinars, and sets-up of virtual classrooms.
• Updates customer data and produces activity reports.
• Walks customers through problem solving process.
• Follows up with customers, provides feedback, and sees problems through resolution.
• Utilizes excellent customer service skills and exceeds customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommendation procedure modifications or improvements.

ACCOUNTABILITY: Carries out responsibilities in accordance with the organization’s policies and applicable laws.

SUPERVISORY RESPONSIBILITIES:This job has no supervisory responsibilities.

COMPETENCIES:To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical
  - Collects and researches data.
• Design
  - Demonstrates attention to detail.
• Problem Solving
  - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situation.
• Project Management
  - Coordinates projects; communicates changes and progress.
• Technical Skills
  - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

INTERPERSONAL

• Customer Service
  -…