Support Specialist/Help Desk Analyst

Job Description

As a Support Specialist/Help Desk Analyst at Dutybell, you will be the frontline support for resolving IT-related issues and providing exceptional customer service to our internal users. This role involves troubleshooting hardware and software problems, assisting with technical inquiries, and ensuring timely and effective resolution of support tickets. Dutybell values proactive problem-solving, excellent communication skills, and a commitment to delivering a positive user experience.

Key Responsibilities:

User Support:

Provide first-level technical support to end-users for hardware, software, and network-related issues.

Respond to support tickets and inquiries promptly, ensuring a high level of customer satisfaction.

Troubleshooting:

Diagnose and resolve hardware and software issues through effective problem-solving techniques.

Escalate complex issues to the appropriate IT teams for further investigation and resolution.

Hardware and Software Maintenance:

Assist with the installation, configuration, and maintenance of computer hardware and software.

Conduct routine system checks to ensure hardware and software functionality.

Documentation:

Maintain accurate and up-to-date documentation of support processes, troubleshooting steps, and solutions.

Create and update knowledge base articles for common issues to facilitate self-service for end-users.

Communication:

Communicate technical information in a clear and understandable manner to end-users with varying levels of technical expertise.

Keep users informed about the status of their support requests and provide timely updates.

Remote Support:

Provide remote support to users working in different locations, ensuring seamless access to IT resources.

Utilize remote support tools to troubleshoot and resolve issues.

User Training:

Conduct user training sessions on basic IT processes, tools, and best practices.

Proactively identify opportunities to enhance end-user knowledge and skills.

Security Awareness:

Promote and enforce IT security policies and best practices among end-users.

Assist in educating users about potential security threats and safe computing practices.

Collaboration:

Collaborate with other IT teams, including network administrators, system administrators, and developers, to address complex issues and contribute to overall IT operations.

Qualifications:

• Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Proven experience as a Support Specialist, Help Desk Analyst, or in a similar role.
• Strong knowledge of desktop operating systems, productivity software, and common hardware components.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple support requests efficiently.
• Familiarity with remote support tools and ticketing systems.
• Customer-focused with a commitment to delivering a positive user experience.