Help Desk Specialist

Excel Total Business is seeking a highly skilled and motivated Help Desk Specialist to join our team. As a Help Desk Specialist, you will play a crucial role in providing technical assistance and support to our clients. In this role, you will have the opportunity to work with various technologies and collaborate with a talented team to ensure the smooth functioning of our clients' IT systems.

Responsibilities

• Provide first-level support and issue resolution to clients via phone, email, or chat, ensuring timely and effective solutions.
• Diagnose and troubleshoot hardware and software issues, documenting the steps taken and providing accurate and concise information to further assist clients.
• Install, configure, and maintain hardware and software, ensuring compatibility with clients' systems.
• Collaborate with team members to escalate and resolve complex technical issues promptly.
• Educate clients on using various software and hardware systems and applications, enabling them to maximize their productivity.
• Respond to IT emergencies and on-call requests, resolving critical technical issues for clients to minimize downtime.
• Maintain accurate records of client interactions, including technical details and solutions provided, using our ticketing system.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience working in a similar role, providing technical support and troubleshooting to clients.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues using a methodical approach.
• Excellent communication skills, both written and verbal, to effectively communicate technical information to non-technical clients.
• In-depth knowledge of Microsoft Windows operating systems, including Windows 10 and Windows Server.
• Familiarity with Active Directory, Group Policy, and network protocols.
• Experience supporting common business applications such as Microsoft Office Suite, antivirus software, and remote access tools.
• Strong customer service skills, with a friendly and empathetic approach to client interactions.
• Ability to work well in a team-oriented and fast-paced environment.
• Professional certifications, such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST), are highly desirable.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Work From Home
• Wellness Resources