IT Help Desk Specialist

Overview

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Position Summary

The primary responsibility of this position is to provide excellent customer service and assistance to internal and remote users of company information resources. A help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, and ticketing system.
• Use a ticketing system to maintain records, logs, and reports of assistance.
• Investigate / troubleshoot user problems and identify their sources; determine possible solutions; test and implement solutions.
• Install, configure, and maintain employee computers / laptops and related equipment, devices, and systems.
• Perform remote troubleshooting through diagnostic techniques.
• Follow up and update customer status and information within the ticketing system.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures to department Manager.
• Maintain a professional image and standards consistent with company policies and procedures.
• Be responsible for a high level of confidentiality and security while handling company information; verbal and / or written documentation.
• Performs other tasks as requested.

Knowledge, Skills, and Abilities

Experience and Training

Requirements

Physical Demands and Work Environment

Physical Demands :

Work Environment :

Equal Opportunity

Ruoff Mortgage is an equal opportunity employer.

We're committed to providing our employees with the tools and resources they need to thrive both personally and professionally.

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