Help Desk Specialist I

Foundation Finance Company Careers; Rothschild (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Foundation Finance Company is seeking a Help Desk Specialist to support staff by resolving hardware and software issues, providing end-user assistance, and maintaining desktop system reliability.

You will handle tickets, document resolutions, and collaborate with IT teams to ensure timely service, effective training, and adherence to SLAs.

Qualifications

• Associates degree or equivalent work experience in a related field.
• A+ certification or equivalent is a plus.
• Knowledge of Spreadsheet software, Word Processing software and Internet software.
• Strong typing skills and attention to detail.
• Professional phone presence and excellent verbal and written communication skills.

Responsibilities

• Troubleshoot complex technical issues and provide timely solutions.
• Process requests and document resolutions in the ticketing system.
• Ensure email, call, and other communications follow SLA policies.
• Create end-user training materials for desktop software and hardware.
• Provide IT equipment support and coordinate hardware/software upgrades.
• Coordinate LAN/WAN issues and preventive maintenance for end users.

Skills

Strong typing

Communication skills

Attention to detail

End-user support

Basic IT concepts

Education

Associates degree in Computer Science/IT or related field

Tools

Spreadsheet software

Word processing software

Internet software

Job description

Help Desk Specialist Description & Duties:

The Help Desk Specialist supports staff by resolving hardware and software issues, providing support to end users and their devices, and providing technical assistance and support related to computer systems and various IT equipment.

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Trouble shoots complex technical issues and provides timely and effective solutions.
• Assist in maintaining ticket queue by thoroughly and efficiently processing requests and providing documentation of resolution within the ticket.
• Ensure call handling, email communication, and other electronic communications are processed according to department SLA’s and policies.
• Create training documentation for end users; prepare required/needed documentation for operational desktop software, system software, and device hardware, and effectively assist/train associates on complicated issues.
• Respond to queries related to IT equipment and applications and run diagnostic programs to isolate issues and implement solutions. Follow up with staff to ensure incidents are resolved, requests are filled, and customer communication is complete.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Coordinate the installation, repair, and upgrades of various computer hardware, software, and peripherals for users and perform Preventative Maintenance (PM) on end user devices within scheduled periods
• Ensure the highest standards of customer service are maintained in accordance with policies and procedures set for by Foundation Finance Company and be a strong team player willing to work with and assist team members and end users.
• Collaborate with other internal IT department personnel to provide support on issues that are outside the scope of their knowledge or expertise.

Other duties as assigned by management. Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

Minimum Qualifications:

• Associates degree in Computer Science, Information Technology, Business Technology, or related field of study, or equivalent work experience.
• A+ certification or similar designation is a plus.
• To perform this job successfully, an individual should have knowledge of Spreadsheet software; Word Processing software and Internet software.
• Strong typing skills.
• Strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.