The Help Service Specialist is responsible for delivering top-quality technical support to internal and external customers by responding to service requests, troubleshooting issues, and providing guidance on software and hardware usage. The role involves handling a variety of technical support tasks, from system installations to network troubleshooting, and requires strong communication and problem-solving skills to effectively assist users with diverse technical challenges.
Key Responsibilities
Technical Support
Respond to service desk requests, either in person, over the phone, via email, or through a ticketing system.
Troubleshoot and resolve hardware, software, and network issues.
Guide users through step-by-step problem-solving processes for IT-related queries.
Document support actions and resolutions in the company's tracking system.
Customer Service
Provide prompt and courteous customer service to all users.
Educate users on best practices for IT resources and software tools.
Follow up with customers to ensure issues are fully resolved and offer additional guidance as needed.
Maintenance and Monitoring
Assist in routine maintenance of hardware, software, and peripheral devices.
Monitor systems for potential issues and escalate unresolved problems to higher-tier support when necessary.
Support the installation, configuration, and troubleshooting of company-approved software applications.
Documentation and Reporting
Maintain accurate records of interactions and support requests.
Update internal knowledge base with solutions to common problems.
Prepare reports on support activities, common technical issues, and user feedback for management review.
United States
