What are the responsibilities and job description for the Help Desk Specialist position at Metasys Technologies?
Specialist I, IT Support
5 Month Contract
Southfield, MI (onsite)
Overview
Provide Tier I IT support for clients, addressing customer support requests and maintaining high levels of professionalism.
Responsibilities
- Respond to customer support requests and troubleshoot issues, including:
- Operating systems, software, VoIP, email, and mobile device management.
- Malware detection/removal, workstation diagnostics, and network access.
- Open and manage cases, document issues in the CRM system, and escalate unresolved issues.
- Collaborate with teams to provide 24/7/365 coverage as needed.
- Assist users with ticket creation, escalate work stoppages, and review tickets daily.
- Conduct end-of-day summaries and provide user education.
- Optional tasks: password resets, workstation setups, and reassignments.
Requirements
- Education: High school diploma required. A or Microsoft certifications (MTA/MCSA) preferred.
- Experience: 2 years in customer service or IT support. Experience with ACDs, IVRs, and case management systems is a plus.
- Skills:
- Strong troubleshooting for Microsoft OS, PC hardware, peripherals, and common applications.
- Knowledge of Active Directory, networked environments, and mobile platforms (iOS, BlackBerry).
- Familiarity with Mac OS troubleshooting is a plus.
- Excellent communication, multitasking, and organizational skills.
- Adaptable to fast-paced and high-pressure environments.
Salary : $25 - $33
