The Help Desk Support Specialist provides network and telecommunication systems support and provides technical assistance and basic instructions over the phone.

This position is located in the Brooklyn Heights/Independence area of Cleveland.

Responsibilities/Duties/Functions/Tasks:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests from users experiencing computer related technology problems as first-level triage for users both on-site and remotely
• Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error
• Instructs users on the basic use of equipment, software, and manuals
• Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy
• Adds, deletes, and revises user names on network and all required systems, as needed
• Reset passwords and unlock user accounts on various systems
• Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management
• Loads specified software based on job function and business need
• Support VoIP communication software such as Microsoft Teams, Zoom and RingCentral
• Support audio conferencing devices
• Refers computer hardware problems to technical staff for correction
• Updates/reloads defective or inadequate software packages to user computers
• Maintains user accounts and security access on network and other systems as required
• Updates and maintains departmental specific Standard Operating Procedures and software documentation
• Complete all required training applicable to assigned position
• Additional duties as requested or required

Qualifications:

• One year certificate from college or technical school in computer science or data processing
• A minimum of 1-year relevant experience or an equivalent combination of education, training, and experience
• Must possess good organizational skills, be adaptable, and be able to prioritize tasks
• Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed
• High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication.
• Ability to work a schedule of 7am-3:45pm, Monday - Friday

Knowledge of and experience with:

• Microsoft Windows 10 and 11
• Microsoft Office applications
• Active Directory including the setup, maintenance, and removal of user accounts
• Remote desktop software used to provide remote customer support
• Knowledge of Microsoft Endpoint Configuration Manager, VPN, and print services is a plus

Compensation and Benefits:

• $20/hr to start, depending upon experience
• Paid Time Off (PTO) – 16 days annually 8 Company-paid holidays
• Competitive benefits – Medical, Rx, Dental, Vision, Life and Disability Insurance after 30 days and 401(k)
• Promotional opportunities within the firm
• Fun participation in community involvement initiatives, office parties and competitions
• Employee Perks Available from Verizon, Vehicle Manufacturers, Local Movie Theaters, Theme Parks and more!!
• On site “Bistro To Go” vending and fresh foods available
• Free parking

Weltman is an Equal Opportunity Employer committed to Excellence through Diversity!