Help Desk Specialist

Tusker Construction Group; Duluth (MN); On-site; USD 40,000 - 45,000; Full time

Job summary

Tusker is seeking a Help Desk Specialist to be the front-line support for fast response, diagnosis, and resolution of customer issues related to hardware, software, and internet-based problems. The role requires clear communication with customers and teammates while delivering timely ticket resolution.

The position involves phone support, remote desktop, and server health monitoring for maintenance customers, with a focus on resolving issues within defined SLAs and maintaining thorough

Qualifications

• Minimum of 1+ years of computer / networking experience.
• General knowledge of the Networking Service industry and products.
• High School education or GED and post-secondary education in field.
• Ability to provide phone support and remote desktop assistance.

Responsibilities

• Provide phone support to Tusker customers, including remote desktop and server support.
• Monitor and perform routine server health checks for maintenance customers.
• Monitor service alerts from our various tools, identify and resolves issues related to those alerts.
• Review, follow-up on and complete assigned activity in ticketing system.
• Monitor service board and ensure that tickets are worked within the customers' Service Level Agreement and promised timeline.
• Track the progress on work performed to ensure that open service tickets continue moving forward to completion.
• Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
• Manage configuration changes of monitoring and management software to ensure the highest level of customer support.
• Provide and analyze reports on the health and service history of contracted customers.

Skills

Communication skills

Customer service

Troubleshooting

Documentation

Remote desktop

Ticketing systems

Education

High School diploma

Post-secondary IT education

Tools

Monitoring software

Server health tools

Job description

Tusker is a nationwide technology solutions and services company helping organizations solve complex IT challenges and move their businesses forward. Our expertise spans cloud infrastructure, cybersecurity, managed services, modern workplace, AI, and more. We’re a growing team that values strong relationships, fresh thinking, and doing great work-for our clients and for each other. It all comes back to a simple philosophy that guides who we are: People First. Always.

We are seeking a Help Desk Specialist to be the front-line support position dedicated to the quick response, diagnosis, and resolution of customer issues. This position will utilize a variety of tools and resources to address trouble tickets related to hardware, software, and internet-based issues. The Help Desk Specialist must have the ability to handle difficult situations, at the same time meeting the communication needs of customers and co-workers with courtesy and efficiency.

Essential Duties and Responsibilities

• Provide phone support to Tusker customers, including remote desktop and server support.
• Monitor and perform routine server health checks for maintenance customers.
• Monitor service alerts from our various tools, identify and resolves issues related to those alerts.
• Review, follow-up on and complete assigned activity in ticketing system
• Monitor service board and ensure that tickets are worked within the customers' Service Level Agreement and promised timeline.
• Track the progress on work performed to ensure that open service tickets continue moving forward to completion.
• Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
• Manage configuration changes of monitoring and management software to ensure the highest level of customer support.
• Provide and analyze reports on the health and service history of contracted customers.

Competencies and Skills

• Strong written and excellent verbal communication skills –attention to detail is imperative.
• Must be able to sort through data to determine appropriate conclusions and ensure that every step of a task is completed.
• Must be able to follow directions and ask questions where specific steps have not been given. However, the ability to grow and become more self-reliant is important.
• Must be able to maintain confidentiality and discretion.
• The ability to balance quantity of work with quality of work is important.
• Reliability in completing tasks is imperative.
• Must maintain a valid driver's license and provide own method of transportation to customer sites as needed.
• Must show a desire to take on new tasks, learn new skills and assist others.
• The ability to follow though until issues are confirmed resolved is imperative.
• The ability to provide thorough and timely documentation is essential.
• Must maintain professional attitude and demeanor in verbal and written communication with customers.

Knowledge, Education & Experience

• Must understand workstations, server, security, wireless, network infrastructure, etc. System and topologies that Tusker sells and services.
• General knowledge of the Networking Service industry and products.
• Minimum of 1+ years of computer /networking experience.
• High School education or GED and Post-secondary education in field.

$40,000 - $45,000 a year

Tusker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We seek team members from all backgrounds to join our organization, and we encourage our employees to bring their authentic, unique, and best selves to work.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Tusker makes hiring decisions based solely on qualifications, merit, and business needs at the time.