Help Desk Technician
- Saint Louis, MO
- Permanent
- Full-time
- None
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Walk customers through problem-solving process
- Follow up with customers, provide feedback, and see problems through to resolution
- Utilize excellent customer service skills and exceed customers' expectations
- Ensure proper recording, documentation, and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services
- Excellent interpersonal and customer service skills.
- Basic understanding of existing programs and capabilities.
- Excellent workstation and network troubleshooting skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Working experience in providing Help Desk support
- Proficiency in English/fluency in Spanish a definite plus
- Working knowledge of help desk software and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- A minimum of an associate's degree in computer science or equivalent experience is required.
- At least three years of experience in user technical support is required.
- A+, Network+ and similar certifications are preferred.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
- May be required to work on-call or longer hours in case of large-scale issues.