What are the responsibilities and job description for the Help Desk Specialist position at ERMCO-ECI Greeneville?
Overview
Who Are We
AT ERMCO, we propel the world through energizing and empowering people. Our family works to keep your family powered. We confidently develop smart ideas without fear of failure and test, refine and scale them to become marketable products and services. We remain aligned on where and how we focus our efforts, when to shift and what to do next when great idea strikes. We are looking for THE BEST PEOPLE for our dedicated team. ERMCO offers top-of-the-line pay and benefits and job security with a company rich in history and alive with opportunity. Help us write our legacy, and we will help you write yours!
Who Are You
As an IT Help Desk Specialist within our company in the distribution transformer industry, you will serve as the first line of support for our IT infrastructure, delivering timely and effective solutions for hardware, software, and network issues. This role demands a strong blend of technical expertise, critical thinking skills, and excellent communication abilities. By troubleshooting and resolving IT challenges, you will play a crucial role in maintaining the operational efficiency of our systems, ensuring that all employees receive the support they need to work effectively. Your contributions will directly enhance productivity and enable a seamless technology experience across the organization.
Responsibilities
What Will You Do
- Exceptional Customer Service: Deliver outstanding customer service as the first point of contact for all IT-related inquiries, addressing hardware, software, and network issues while ensuring a positive and supportive user experience.
- Technical Troubleshooting: Efficiently troubleshoot technical issues to resolution, utilizing problem-solving skills and escalating complex problems to senior IT staff as needed.
- Help Desk Management: Log all help desk interactions meticulously and track issue resolution progress in the help desk management system to maintain accurate records and improve service quality.
- Effective Communication: Maintain open communication with users throughout the resolution process, providing updates on the status of escalated issues to ensure transparency and trust.
- User Support: Provide comprehensive support for common office software applications, email, and operating systems, empowering users to maximize their productivity.
- IT Equipment Management: Assist with the setup, configuration, and maintenance of IT equipment, including computers, printers, and mobile devices, to ensure operational efficiency.
- Documentation Maintenance: Maintain up-to-date IT documentation, including help desk tickets, solutions, and user guides, to support knowledge sharing and continuous improvement within the IT team.
Qualifications
What Will You Need
- Educational Background: Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience
- Relevant Experience: 1-2 years of experience in an IT help desk or technical support role, demonstrating a solid foundation in customer service and technical problem-solving
- Technical Proficiency: Proven track record of effectively troubleshooting and resolving technical issues, ensuring minimal disruption to users
- Software Knowledge: Experience with Windows environments, Microsoft Office applications, and help desk software, enabling efficient support for common user needs
- Networking Familiarity: Basic understanding of network concepts, including TCP/IP, LAN/WAN, DHCP, and DNS, to assist with connectivity issues
- Analytical Skills: Strong problem-solving and analytical skills, enabling quick diagnosis and resolution of technical challenges
- Customer Service Orientation: Customer-focused mindset with a commitment to delivering exceptional service and enhancing user satisfaction
- Ability to Multi-task: Ability to work well under pressure while managing multiple priorities, ensuring timely support and resolution of issues
- Positive Attitude: Patience and a customer-centric attitude, fostering a supportive environment for users
- Continuous Learning: Willingness to learn modern technologies and stay updated on current IT trends to enhance skills and service delivery
- Collaborative Spirit: Team player with the ability to work independently, contributing to team goals while managing individual responsibilities
- Detail Orientation: Detail-oriented approach with a commitment to thorough documentation and adherence to established processes