What are the responsibilities and job description for the IT Help Desk Support Specialist position at Polyventive?
The IT Help Desk Support Specialist is responsible for providing first-level technical support to end-users, addressing their inquiries and resolving technical issues related to hardware, software, network connectivity, and other IT systems. This role requires strong problem-solving skills, excellent communication abilities, and a customer-centric approach.
Responsibilities:
Technical Support:
o Serve as a primary point of contact for end-users seeking technical assistance via phone, email, chat, or
in-person interactions.
o Diagnosing and troubleshoot technical problems related to computer hardware, software,
peripherals, network connectivity, and other IT systems.
o Provide step-by-step guidance to end-users to resolve technical issues efficiently.
o Escalate complex or unresolved issues to higher-level IT support teams, ensuring timely
resolution.
o Track and document all support requests, resolutions, and follow-up actions in a ticketing system.
Customer Service:
o Deliver exceptional customer service by actively listening to end-users' concerns and providing
empathetic and professional support.
o Communicate technical information clearly and concisely, adapting language to suit the audience's
technical proficiency.
o Maintain a positive and helpful attitude, fostering a collaborative environment with end-users.
System Maintenance:
o Assist with the installation, configuration, and maintenance of computer hardware, software, and
peripherals.
o Perform routine system checks to ensure optimal performance and security.
o Monitor IT systems and proactively identify potential issues or areas for improvement.
Knowledge Management:
o Contribute to the development and maintenance of a knowledge base, documenting common technical
issues and solutions.
o Create and update work instructions, FAQs, and other self-help resources to empower end-users to
resolve common issues independently.
Qualifications:
• Education:
o High school diploma or equivalent required; associate or bachelor’s degree in a related field preferred.
• Experience:
o Proven experience in a technical support role or a related field is highly desirable.
o Working knowledge of Windows operating systems, Microsoft Office 365 applications, Sage X3
software, and common hardware components.
Technical Skills:
o Proficiency in troubleshooting hardware and software issues.
o Knowledge of network protocols and connectivity troubleshooting.
o Experience with ticketing systems and remote support tools.
o Basic understanding of IT security best practices.
• Soft Skills:
o Excellent communication and interpersonal skills.
o Strong problem-solving and analytical abilities.
o Ability to work independently and as part of a team.
o Customer-centric approach with a focus on delivering exceptional service.
Additional Considerations:
• Continuous Learning: A willingness to stay updated with the latest technologies and IT
trends is essential for success in this role.
Benefits:
• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Collaborative and supportive work environment.
