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Help Desk Support Specialist

  • R0006664
  • Miami / South Florida — Corporate Office
  • April 2, 2019

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Job Description
The Help Desk Support Specialist will be responsible for providing high-quality technical support to the ChenTech members and dashboard maintenance and monitoring. The person in this role will deliver effective technical customer support to our customer base, delivering solutions to both technical and non-technical end users while supporting a wide range of technologies.

Primary Duties and Responsibilities
• Monitor and overseeing the dashboard system to determine appropriate actions and resolutions.
• Provides technical support in a professional manner to customers by researching and answering questions; troubleshooting problems; maintaining server and workstation performance and close tickets efficiently.
• Work is done primarily via email, ticket system, remote with some phone contact and travel to a site to troubleshoot equipment Hardware and software problems.
• Communicating customer needs and wishes to our development and engineering staff.
• Answer Level 2 inbound calls, support tickets, and web chats and assess customer’s technical support needs and handle/route accordingly, using documented procedures and available tools.
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Improves client references by writing and maintaining documentation.
• Improves system performance by identifying problems; recommending changes.
• Assist all users with questions, complications, and/or problems when using DASH.
Other responsibilities may include:
• Install and test desktop software applications and internet browsers.
• Test computers to ensure proper functioning of computer systems.
• Extend computer support for systems’ software and hardware.
• Resolve escalated task from Cherwell ticket system.
• Achieve specified performance goals.
• Oversee and update assigned support service requests.
• Handle daily technical support activities on desktop support, data network and server management.
• Setup desktop computers and peripherals physically and test network connections.
• Assist end users on usage of computer hardware and software.
• Adhere to policies as per corporate manuals and directives.
• Setup computers and install software for various applications and programs.
• Interact with staff on desktop problems and their resolution.
• Network and connect computers within organization to better communication.
• Order or buy computer systems and liaise with purchase and supplies department.
• Maintain computer peripheral devices like printers and resolve associated problems.
• Log in to servers and assure that there were to error messages.

• Check ticket queue to assure proper response to problems.
• Check server for critical alerts.
• Other programming and documentation projects as required.
• Other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:
• Strong knowledge of Microsoft office.
• Ability to troubleshoot network issues.
• Great customer service skills.
• Ability to multi task.
• Organizational and prioritizing skills.
• Fluent in English.

EDUCATION / SPECIALIZED KNOWLEDGE REQUIREMENTS:
• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• IT certifications preferred.
• One (1) to three (3) years in IT or related field.

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