IT Helpdesk Support Specialist

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, and retail industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

We are looking for - "IT Helpdesk Support Specialist"

Location - Dallas, Tx (3 days, hybrid)

Position Description:

The Helpdesk Support Specialist will be providing 1st level phone, chat, and email support for corporate location and multiple branch offices. This position will be answering incoming call requests, troubleshooting application and hardware problems, logging service tickets, documenting issues and guiding customers through documented solutions to resolve issues while providing world-class customer service. They will also be utilizing Active Directory to set up new users, maintain user roles and email, as well as provisioning Office 365 and other software packages.

Responsibilities:

• Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system.
• Provides interactive telephone and chat support to end-users on hardware, software and other IT system related issues.
• Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine issue; classifies level, priority and nature of problem.
• Opens, tracks, taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
• Works with other teams and escalation points to resolve technical issues and fulfill service requests.
• Provides Remote Access Support through various VPN connections.
• Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
• Follows up with existing tickets/CARFs/inquiries, as appropriate.
• Accurately classifies and records details of inquiries into a web-based ticketing system.
• Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

• Strong team player
• Excellent written and verbal communication skills.
• The ability to learn quickly and independently.
• Be passionate about helping people and resolving issues.
• Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
• Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
• Strong interpersonal skills are required.
• Ability to understand that user’s needs are just as important as uncovering the technical solution.
• Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

• Minimum of (2) years experience in a customer/user support role.
• Minimum of (1) year experience working with Microsoft Windows client or server operating systems. Resource must have Application & Desktop Support experience
• Minimum of (1) year experience in diagnosing and resolving PC, server, and printer problems.
• Strong customer service, verbal and written communication skills required.
• Troubleshooting skills required.
• Strong interpersonal communication and customer service skills
• Ability to quickly learn business applications and apply this knowledge to assist end users.
• Proficient in Windows 10, device drivers, networking, and use of the Internet.
• Must have the ability to multi-task and work well in a fast paced team environment.
• Must have strong analytical and problem solving skills.
• Ability to maintain a friendly, upbeat and positive attitude.

Desired Skills:

• Help Desk experience.
• Previous experience with remote desktop connectivity applications like SMS, WebEx, Live Meeting, Teams, and Windows Native tools.
• Technical Support experience in a Networked environment.
• Knowledge of Windows 10 and PC platforms
• Experience using a Help Desk ticketing system such as Fresh Desk ZenDesk, Remedy or EasyVista.