Help Desk Specialist; Entry Level at DigiFlight, Inc. Columbia, MD

Help Desk Specialist (Entry Level) job at Digi Flight, Inc.. Columbia, MD.
Core Responsibilities:

• Provide technical support:
  Answer user inquiries, troubleshoot hardware and software problems, and guide users through solutions.
• Troubleshoot and diagnose:
  Identify the root cause of technical issues and implement appropriate solutions.
• Document and track issues:
  Log all incidents, including descriptions, troubleshooting steps, and resolutions, for future reference.
• Escalate complex issues:
  Forward unresolved problems to higher-level IT personnel for further investigation and resolution.
• Maintain and update knowledge base:
  Contribute to the creation and maintenance of a knowledge base of common issues and solutions.
• Provide training and guidance:
  Assist users with basic IT skills and provide guidance on using company software and hardware.
• Follow up on resolved issues:
  Ensure that users are satisfied with the solutions provided and follow up on any outstanding issues.
• Maintain accurate records:
  Keep detailed records of all support requests, including the problem, solution, and resolution time.
• Monitor system performance:
  Monitor system performance and identify potential problems before they escalate.
• Stay current with technology:
  Keep up-to-date with the latest IT trends and technologies.
• Communicate effectively:
  Communicate clearly and concisely with users, both verbally and in writing.
• Provide excellent customer service:
  Be patient, helpful, and understanding when dealing with users who may be frustrated or unsure of how to use technology.