Help Desk Specialist

DataStaff, Inc is in need of a Remote Help Desk Specialist for a long-term contract opportunity for one of our direct clients in the Raleigh, NC area.

*This position is remote

The IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high-level specialists to ensure overall quality and customer satisfaction. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.

Responsibilities:

• Provide first level hardware and software support to end users.
• Respond via telephone or electronically to inquiries and requests for assistance.
• Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
• Provide consultation, support, and/or training to clients of computer equipment or other based applications.
• Provide routine and non-routine support for a broad range of applications or provide in-depth support for a narrowly defined area of technology.
• Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
• Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.

Skills and Knowledge:

• Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.
• Skills in: analyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
• Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.

Required Skills:

• Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.
• 3 Years - Microsoft Windows 10 operating system
• 3 Years - Office 365 suite
• 3 Years - Ticketing system software
• 3 Years - Analyzing and diagnosing user problems
• 3 Years - Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems
• 3 Years - Experience reading and interpreting hardware and software manuals and provide necessary information to users
• 3 Years - Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats

This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.