What are the responsibilities and job description for the Help Desk Specialist position at Teal?
In 2023, TechGen and Aligned Technology Solutions, both award-winning Managed IT Service Providers, merged – forming the premier company of Teal. Teal is an advanced IT services that assists small- to medium-sized organizations in strategically leveraging their technology. With roots dating back to 2000, the company differentiates itself from its competition through world-class concierge service, business-focused support, and sophisticated cybersecurity and compliance knowledge. Our employees are empowered to explore their creativity, pursue their passions, and achieve personal growth through their work experience with us. Teal is committed to fostering an environment in the workplace that promotes diversity, equity, and inclusivity - where all employees are valued, respected, and provided with equal opportunities.
We are looking for an individual who:
- Loves helping people
- Is committed to excellence
- Is forward thinking
Job Overview: Under the direction of the POD lead, this role will play a crucial role in providing exceptional remote support to our clients. Responsibilities will involve effectively articulating and addressing technical needs, ensuring timely resolution with a customer-centric approach. You'll participate in after-hours emergency coverage on a rotating schedule, utilizing your problem-solving abilities to analyze situations and make informed decisions.
Essential Functions
- Work with our clients in a remote support capacity
- Possess the ability to effectively describe problems or needs to resolve problems in a timely manner
- Provide timely technical and customer support in a pleasant and helpful manner
- Participate in the rotating on-call schedule for after-hours / emergency Help Desk coverage
- Ability to analyze, make decisions and solve problems
- Meet the performance goals established by your direct supervisor
- Read, understand and follow all company and job-related policies and procedures
- Attend required company and departmental meetings
Qualifications
- 1-2 years of Help Desk Support experience.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- A Certification highly desired or must obtain A Certification within 120 days of employment. In addition to paying for the certification, the company will provide training and resources.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and solve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Experience with Mac is a plus
- Reasoning/Analysis
- Works with Minimal Supervision
- Ability to stay organized and multitask
- Ability to perform well under pressure
Benefits
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including paid time off, paid holidays, health, dental, vision, life insurance, disability, and retirement plans.
- Ongoing professional development and training opportunities.
- Collaborative and supportive work environment.
- Opportunity to work with cutting-edge technologies and gain hands-on experience.
The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
TEAL IS AN EQUAL OPPORTUNITY EMPLOYER
