Demo

Help Desk Specialist

ERMCO-ECI
Greeneville, TN Full Time
POSTED ON 4/22/2025
AVAILABLE BEFORE 5/10/2025
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

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