Tech Support Specialist - Help Desk & Troubleshooting Pro

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

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.