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Help Desk Specialist

Company: Johnny Was
Location: Los Angeles
Posted on: November 22, 2021

Job Description:

The Helpdesk Specialist will provide quality IT support to HQ employees and appropriate operating units to meet their technology needs. They will apply their understanding and knowledge of technology products and services to assist colleagues as well as recognize, research, isolate, and resolve technology issues. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up. Ensures quality customer service.
Examples of Essential Duties and Responsibilities-- Responds to, resolves, tracks, and coordinates all support phone calls, voice mail, and inquiries to the Helpdesks service Desk. -- Evaluates internal inquiries, Incidents and Service Request -- Provides coordination in the areas of password administration, basic software and hardware, communications, telecommunications, policies and procedures -- Identifies incidents and/or escalates to appropriate area within the company, outside vendors, as applicable, for resolution -- Documents, logs and tracks incidents. Ensures efficient response and quality customer service. -- Adheres to defined procedures including escalation/notification through closure -- Fosters and maintains good relationships with colleagues to ensure that processes are integrated to support customer service levels -- Evaluates and resolves telephone, email and Teams chat inquiries -- Resolves or coordinates incidents of moderate scope and complexity -- Provides first level phone support and coordination -- Escalates more complex Incidents to the IT Systems Administrator Qualifications-- High School diploma or equivalent -- Minimum 2 years of experience working with desktop and server operating systems, including Windows 10-- Minimum 2 years application support experience with Microsoft applications including Office and Outlook-- Must have working knowledge and understanding of Windows/MAC operating systems-- Strong organizational skills-- Excellent written and oral communication skills-- Excellent problem solving skills

Keywords: Johnny Was, Los Angeles , Help Desk Specialist, Other , Los Angeles, California

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