What are the responsibilities and job description for the Help Desk/Desktop Specialist position at KLH Consulting, Inc.?
Job Description
Job Description
Summary :
The Help Desk / Desktop Specialist is the firm’s first contact to our end users.
We are searching for an upbeat IT Specialist with excellent customer service skills to provide technical support in an efficient and accurate manner.
This position must possess strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Solving technical problems, providing support and resolutions, all while making sure that our customers value is maintained above the standards set forth by our company. This position requires knowledge of computer hardware and software that is typically used in a desktop environment by end users. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance. This role will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. Some advanced knowledge and troubleshooting of networks and servers may be required
We support a diverse client base with users of varied levels of technical expertise, so being customer focused and patient is essential for success.
Duties :
- Provide timely and courteous response to client requests for assistance with their network; desktop / laptop / thin client; email; internet access; remote and mobile solutions; Windows Operating System; Microsoft Office and third party applications
- Remotely access client systems to resolve reported issues
- Communicate in a friendly and courteous manner to reassure clients experiencing system difficulty, to remotely troubleshoot system problems; and to advise of progress toward resolution and completion of work
- Maintain accurate incident report details and client documentation in established ticketing system
- Troubleshoot and resolve a wide range of technical support calls within terms established in the Company’s service level agreements (SLAs)
- Ability to resolve issues at client sites as needed.
- Occasional on-call responsibilities
- Troubleshoot and resolve a wide range of hardware and software support calls both remotely and onsite, as needed
- Repair, maintain, upgrade and document desktop, laptop and server hardware, software and peripheral equipment
- Assist the Network Consultants and Senior Network Engineers to identify potential performance bottlenecks, increase uptime, improve response times, and quickly resolve problems.
- Assist Information Security team in eradicating high-risk vulnerabilities.
- Assist other IT staff by identifying which IT Support Requests should be given top priority based on the business function or the urgency of the request
Qualifications :
Attributes :
Other relevant experience :
Disaster Recovery planning and implementation.
Company Description
Join KLH Consulting, Inc., a dynamic and rapidly growing IT Company, voted as one of the best places to work in Sonoma County for the past 5 years in a row! Located in Santa Rosa and with over 44 years of operational excellence, we cater to an expansive portfolio of clients both domestically and internationally. The significant growth KLH has experienced over the past decade is a testament to our dedication to superior customer service. Our client base extends across various industry segments such as Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction, and more. We're currently seeking diligent, intelligent individuals eager for new opportunities and passionate about being part of a culture that fosters excellence.
Company Description
Join KLH Consulting, Inc., a dynamic and rapidly growing IT Company, voted as one of the best places to work in Sonoma County for the past 5 years in a row! Located in Santa Rosa and with over 44 years of operational excellence, we cater to an expansive portfolio of clients both domestically and internationally. The significant growth KLH has experienced over the past decade is a testament to our dedication to superior customer service. Our client base extends across various industry segments such as Wine, Healthcare, Manufacturing, Distribution, Professional Services, Construction, and more. We're currently seeking diligent, intelligent individuals eager for new opportunities and passionate about being part of a culture that fosters excellence.