What are the responsibilities and job description for the Help Desk Support Specialist position at Compunnel Inc.?
Key Responsibilities:
- Assist in the management of the help desk backlog and queue.
- Responding promptly to all helpdesk requests via phone, email or in-person support.
- Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.
- Support and maintain desktops, laptops, peripherals, and related technologies.
- Conduct desktop imaging and device configuration protocols.
- Set up new users and computers and support onboarding and offboarding activities.
- Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.
- Develop and maintain documentation as required to support and maintain business applications.
- Notify the End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.
- Verify and confirm customer data and documents as required for support.
- Troubleshooting and performing network analysis to address issues with network infrastructure (LAN/WAN/AP).
- Perform software and hardware installations.
- Conduct and assist in inventory asset management, account management and end-use training.
- Assist in supporting and administering third-party platforms.
- Assist in supporting and administering in-house platforms.
- Participate in all internal office moves, additions, and subtractions of staff and/or equipment.
- Troubleshoot application functionality and availability challenges.
Education and Experience
- Bachelor’s degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required.
- Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets preferred.
- Experience supporting Microsoft Windows 10/11 and Windows Server
- Experience with mobile device management for iOS, Android and other supported client devices.
- Experience troubleshooting hardware, software and networking systems.
- Experience with cloud computing and cloud technologies
- Microsoft role-based training and certifications preferred but not required
- A and Network certification preferred but not required.
