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Help Desk Specialist

Company: Travis Association for the Blind/Austin Lighthouse
Location: Austin
Posted on: April 10, 2021

Job Description:

Summary: As OKIN's Help Desk Specialist you must provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. Your role will consist of having good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers. Responsibilities Responsibilities will include serving as the first point of contact for customers seeking technical assistance over the phone. As the Entry-level technician, you will perform remote troubleshooting through diagnostic techniques and determine the best solution based on the issue and details provided by the customer. You will collaborate with team members assisting with the successful completion of projects on time and within budget. You will work closely with the client asking targeted questions to quickly understand the origin of any issue or problems. Duties include: --- Serve as the first point of contact for customers seeking technical assistance over the phone--- Perform remote troubleshooting through diagnostic techniques and pertinent questions--- Determine the best solution based on the issue and details provided by customers--- Walk the customer through the problem-solving process--- Direct unresolved issues to the next level of support personnel--- Provide accurate information on IT products or services--- Record events and problems and their resolution in logs--- Follow-up and update customer status and information--- Pass on any feedback or suggestions by customers to the appropriate internal team--- Identify and suggest possible improvements in procedures Qualifications --- Team player a must--- Customer-oriented and cool-tempered--- Excellent communication skills--- Proven experience as a help desk technician or other customer support role--- Good understanding of computer systems, mobile devices, and other tech products--- Ability to diagnose and resolve basic technical issues--- Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience Recommended: --- BSc/BA in IT, Computer Science or relevant field--- 1 3 years of directly related experience supporting help desk operations--- Troubleshooting hardware, software, and networking issues--- Help Desk Support/ Service desk--- Inbound and outbound calls Competencies: --- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.--- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.--- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.--- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.--- Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.--- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to do the following: --- stand, walk, sit--- use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms--- climb stairs, balance, stoop, kneel, crouch or crawl--- talk or hear; taste or smell.--- occasionally lift and/or move up to 25 pounds--- specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus Blind and Visually impaired individuals are encouraged to apply TAB provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, TAB complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Keywords: Travis Association for the Blind/Austin Lighthouse, Austin , Help Desk Specialist, Other , Austin, Texas

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