Helpdesk Specialist

Paragon is looking for a Helpdesk Specialist to join our team! This position will be responsible for providing technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist network/system technicians; troubleshoot network/system issues;

pass more complex end-user problems on to network/system technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.
Responsibilities:Work with associates to understand technology requirements and identify effective/expedient solutions.

Provide excellent customer service to users.

Identify, diagnose and resolve level one problems with hardware, software, network, the internet and new computer technology in a call center environment; communicates solutions to end-users. This may include the use of various SAAS productions used by the business.

Delivers, sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.

Diagnoses and resolves end-user network or local device problems, PC hardware, e-mail, internet, VPN and local-area network access problems.

Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.

Utilize the Help Desk system to record work on each support ticket.

Comply with all written and stated company security and safety policies and procedures.

Report all compliance and/or security violations to immediate supervisor, or Human Resources.

Back up and support other department team members as necessary. Qualifications:Back up and support other department team members as necessary.

A strong working knowledge of computer systems, hardware, and software.

An understanding of the OSI model, basic understanding of the Microsoft Office platform.

Certifications:

CompTIA A+ or equivalent desired but not required

Associates degree in computer science or related field

Strong customer service orientation. (More important than technical prowess)
Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Adept at reading, writing, and interpreting technical documentation and procedure manuals.

Ability to conduct research into hardware and software issues and products as required.

Ability to present ideas and solutions in user-friendly language.

Highly self-motivated and a self-starter.

Keen attention to detail.

Skilled at working within a team-oriented, collaborative environment.

Strong interpersonal and oral communication skills.

Ability to communicate with immediate supervisor and other team members in order to receive/direct all work instructions and express any questions or concerns as required.

Must be a US Citizen. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

f-