Help Desk Specialist

Job Details

CodeBlue Technology is seeking to hire a full-time Help Desk Specialist to provide remote support to our valued clients.  Candidate will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution. Candidate will answer, evaluate, prioritize and resolve incoming helpdesk tickets through ticketing system, telephone, voice mail, email and in-person requests from users experiencing problems.  Candidate will also be responsible for providing exceptional customer service during the ticket entry or resolution phase of the request. The requests may involve working with other resources and vendors to deliver effective support services. Candidate will then be responsible for ongoing technical support, follow up with clients and ticket escalation to next level Engineers.

What You Will Be Doing

• Interview customers to collect information about problem and leads user through basic diagnostic procedures to determine source of error to create tickets.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Maintaining customer satisfaction in every step of the service delivery by logging and tracking calls using ticketing database.
• Remote installation, support, configuration, maintenance, monitoring, and analyzing systems and software in a client network environment
• Utilizing remote monitoring and management software to resolve client requests
• Contacting software and hardware vendors to request service regarding defective products.
• In house pre-installation and configuration of customer purchased computers, software and peripheral equipment.
• Removing virus or malware from customer computers.
• Perform administrative tasks on the Active Directory server (Names, Phone Numbers, Password changes, etc)
• Responding to client support request tickets, calls, and emails:

• Assigning ticket severity
• Updating service work notes
• Establishing a high level of personal credibility and building strong relationships
• Maintaining ownership of service tickets throughout the life span of the support request
• Collaborating with other Engineering staff and vendor support resources to resolve requests
• Participating in ongoing personal training and attainment of technical certifications
• Ensuring the security of all configurations made on client systems
• Providing updates, status, escalation and completion information to management

What You Need for this Position

• A minimum of two (2) years’ experience problem solving hardware, software, networking and other computer-related technologies.
• Ability to interact with Customer and teams in a positive, results oriented, professional fashion
• Ability to resolve problems in a timely and proactive manner
• Excellent organization, prioritization skills as well as proactive and energetic approach

Compensation

CodeBlue offers a competitive compensation and benefits package, including health insurance, life insurance, disability insurance and retirement plan.