Information Technology Support Specialist

The Help Desk Technicians role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help requested tracking tools, as well as require that the individual give in person, hands on help at the desktop level.Job ResponsibilitiesFields incoming help requests from end users via both telephone and e-mail in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customersPrioritize and schedule problems. Escalate problems (when required) to the appropriate experienced technician.Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionIdentify and learn appropriate software and hardware used and supported by the organizationPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applicationsInstall anti-virus softwarePerforming preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsTest fixes to ensure problem has been adequately resolved.Perform post resolution follow-ups to help requestsDevelop help sheets and frequently ask questions lists for end usersExperienceKnowledge of basic computer hardwareExperience with desktop and server operating systemsExtensive application support experienceKnowledge of programming languagesWorking knowledge of a range of diagnostic utilitiesGood understanding of the organizations goals and objectivesExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skillsStrong documentation skillsPersonal AttributesAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly languageHighly self-motivated and directedKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentCompany OverviewEldre Solutions Group, Inc is a locally owned and operated company that is committed to improving the lives of seniors and caregivers through customized technology solutions. We provide low voltage technology and IT solutions, including engineering, integration, and support of nurse call, wander management, real time location systems (RTLS), staff mobility, IT services, Wi-Fi, desk top management, data storage, cloud services, consulting, and hosted services.Eldre Solutions Group offers a competitive compensation with potential for profit sharing bonus.

We offer a full benefits package including medical insurance, dental insurance, 401K match, paid holidays and paid time off. Come join a team of fun, bright individuals who enjoy working in a highly collaborative, outcome focused, value driven culture.

A place where we work hard, laugh often, and always do the right thing!EEOCEldre Solutions Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, disability, age, marital status or status with regard to public assistance.