Remote IT Help Desk Specialist – Fast, Professional Support

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 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