Demo

Help Desk Support Specialist

V-Soft Consulting Group, Inc.
Louisville, KY Contractor
POSTED ON 3/26/2025
AVAILABLE BEFORE 4/25/2025

Overview:

The IT Support Specialist/ Help Desk Support Specialist is responsible for providing technical support across hardware, software, and systems for employees. This role coordinates IT service delivery and collaborates with cross-functional teams to ensure seamless IT operations. The individual will serve as a key point of contact for escalated incidents, working both independently and collaboratively to resolve IT-related issues efficiently.


Key Responsibilities:

  • Resolve advanced technical issues escalated from Level 1 Service Desk.
  • Provide guidance and support to Level 1 Service Desk team members as needed.
  • Monitor and track ongoing issues to ensure timely responses and resolutions.
  • Address and escalate IT requests related to custom applications, ensuring thorough follow-through.
  • Serve as a backup for the internal support team, staying knowledgeable on all IT solutions.
  • Inspire and motivate teams and stakeholders to take action without direct authority.
  • Regularly update management and relevant functional areas on unresolved requests and system outages.
  • Act as a liaison between end users, technical support staff, and IT management.
  • Perform software installations, data backups, and recovery for end users.
  • Lead and assist in projects involving new technologies and applications.
  • Create and maintain knowledgebase articles to facilitate better support.
  • Other tasks as assigned by management.


Qualifications:

Education and Experience:

  • Associate Degree or equivalent experience in a related field (preferred).
  • At least 2 years of experience in customer support, with proven skills in desktop support, technical troubleshooting, and user training.
  • Relevant certifications like Net , CCNA Collab, CCNE, HDI, or ITIL are a plus.
  • Proficiency in Active Directory, remote desktop tools, and ticketing systems.
  • Hands-on experience with Microsoft Office products, Outlook, Microsoft Windows 10, and Office 365.
  • Familiarity with communication platforms such as RingCentral and NICE InContact is advantageous.


Knowledge, Skills, and Abilities:

  • In-depth knowledge of the software, hardware, systems, and applications used by employees.
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Ability to communicate effectively with all levels of employees, including executives.
  • Skilled in managing multiple tasks and projects simultaneously.
  • Strong technical, analytical, and critical thinking abilities.

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