Help Desk Specialist

Job Description

As a Help Desk Specialist at Mom's Meals, a PurFoods Company, you will be the primary point of contact for customers seeking technical support. Your role involves providing timely and professional assistance to end-users, resolving common hardware, software, and network issues.

Key Responsibilities:

• Deliver exceptional customer service by providing prompt and courteous communication with customers
• Educate users on basic IT processes and provide guidance on self-service tools
• Maintain a positive and friendly attitude when interacting with customers, regardless of technical challenges
• Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
• Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
• Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
• Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
• Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
• Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
• Follow up with end-users to ensure issues are resolved and customers are satisfied
• Assist in the installation, configuration, and setup of hardware and software for new users
• Maintain an inventory of IT assets, including hardware and software licenses
• Assist in recycling of decommissioned assets
• Work closely with other IT support team members to ensure seamless issue resolution
• Participate in team meetings to discuss common issues, trends, and improvements to support processes
• Primarily office-based, with occasional remote support duties
• On call rotation required, may require occasional after-hours or weekend work during critical periods
• May require travel to other Mom's Meals locations