Help Desk Support Technician

Motley Rice; Mount Pleasant (SC); On-site; USD 42,000 - 62,000; Full time

Job summary

Motley Rice is seeking a help desk specialist to provide user support for company-supported computer applications and platforms. You will troubleshoot problems, advise on actions, follow standard procedures, and log interactions while staying current with system updates. This role requires strong communication and problem-solving, with 2+ years of related experience.

The position may require overtime and occasional travel, and work is performed in a typical office environment with standard hours.

Qualifications

• High School Diploma required.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of TrackIt, MS Office, MS Windows.
• Knowledge and experience of customer service practices.
• Related experience and training
• 2+ years relevant experience
• Oral and written communication skills
• Problem analysis
• Problem-solving
• Planning and organizing
• Stress tolerance

Responsibilities

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Redirect problems to appropriate resource
• Identify escalation situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates

Skills

Troubleshooting problems

Oral and written communication

Problem analysis

Problem-solving

Planning and organizing

Stress tolerance

TrackIt preferred

MSOffice

MSWindows

Customer service practices

2+ years relevant experience

Education

High School Diploma

Tools

TrackIt

MSOffice

MSWindows

Job description

User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advises on the appropriate action.

Main Job Tasks and Responsibilities

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Redirect problems to appropriate resource
• Identify and escalation situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates

Education and Experience

• High School Diploma
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications (TrackIt preferred), MSOffice, MSWindows, etc.
• Knowledge and experience of customer service practices
• Related experience and training
• 2+ years relevant experience
• Oral and written communication skills
• Problem analysis
• Problem-solving
• Planning and organizing
• Stress tolerance

WORKING HOURS:

Work may require more than 40 hours per week to perform the duties of the position. Work may require occasional travel.

WORKING CONDITIONS:

Overtime is expected in order to perform the essential functions of the position.

Work is performed in a normal heated or air-conditioned office environment.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements. This job description must not be misconstrued as a promise of employment, nor deemed as an employment contract. EOE. We participate in e-verify.