Resolution Technologies, Inc.
Help Desk - L1 Enterprise Application Support
Resolution Technologies, Inc., Atlanta, GA, United States
Help Desk Support Specialist Career Opportunity
Our client who is a well-respected government agency is seeking a dedicated and experienced Help Desk Support Specialist to join their team
The ideal candidate will have a strong background in customer service, with proven experience managing help desk operations and utilizing ticketing systems/applications
This role is crucial in ensuring that stakeholders receive timely and effective technical support.
Help Desk Support Specialist Key Responsibilities- Provide first-level support for custom and enterprise applications
- Manage and prioritize help desk tickets, ensuring timely resolution and communication with users
- Utilize ticketing systems to log, track, and manage support requests
- Diagnose and troubleshoot technical issues, escalating complex problems to higher-level support when necessary
- Maintain detailed records of support requests, resolutions, and follow-up actions
- Develop and update self-help documents and FAQs to assist users in resolving common issues
- Conduct training sessions for employees on the proper use of software and other IT resources
- Collaborate with other IT team members to improve support processes and enhance user satisfaction
- Provide after-hours support (on-call or rotating shifts) as required
- Stay up to date with new technologies, software, and hardware to provide effective support
- Proven experience in a customer service role, preferably in a help desk or technical support environment
- Experience with help desk ticketing systems and applications
- Excellent problem-solving skills and the ability to troubleshoot technical issues effectively
- Strong communication skills, with the ability to explain technical concepts to non-technical users
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Detail-oriented with strong organizational skills
- A positive attitude and a commitment to providing excellent customer service
- Opportunities for professional growth and development
- Collaborative and inclusive work environment
- Optional Medical, Vision, and Dental coverage available after 30-days of employment
- Optional 401k participation available after 60-days of employment
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