Help Desk Specialist

Norfolk, VA 23513

Posted: 09/06/2019 Job Category: IT Job Number: 00004DY5 Pay Rate: $16.00-$20.00/hour

Our logistics client in Norfolk seeks a Help Desk Specialist to ensure proper computer operation including receiving, prioritizing, documenting, and actively resolving end user help requests.  

Job Responsibilities:
•    Evaluate documented resolutions and analyze trends for ways to prevent future problems
•    Field incoming help requests from end users via 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 customers
•    Prioritize and schedule problems.  Escalate problems as necessary to the appropriately experienced technician
•    Record, track, and document the help desk request problem-solving process, including successful and unsuccessful decisions made and actions taken
•    Apply diagnostic utilities to aid in troubleshooting
•    Identify and learn appropriate software and hardware used and supported by the organization
•    Perform post-resolution follow-ups to help requests
•    Develop help sheets and frequently asked questions lists for end users

Formal Education & Certifications:
College diploma or university degree and/or 3 years customer-facing work experience

Knowledge & Experience
•    Proficiency with Microsoft Word and Outlook
•    Exceptional written and oral communication skills
•    Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
•    Strong documentation skills
•    Prior experience in a help desk setting desired
•    Familiarity with desktop and laptop hardware and software preferred

Personal Attributes
•    Ability to conduct research into a wide range of computing issues as required
•    Ability to absorb and retain information quickly
•    Ability to present ideas in user-friendly language
•    Highly self motivated and directed
•    Keen attention to detail
•    Proven analytical and problem-solving abilities
•    Ability to effectively prioritize and execute tasks in a high-pressure environment
•    Exceptional customer service orientation
•    Experience working in a team-oriented, collaborative environment

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