Technical Help Desk Specialist - Night & Weekend Support

V-Soft Consulting Group, Inc.; Louisville (KY); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plan

Competitive compensation

Job summary

V-Soft Consulting is seeking a Helpdesk professional in Louisville, Kentucky to deliver technical assistance to customers and internal users. You will resolve incidents, document issues, and collaborate with problem management teams in a fast-paced service environment.

The ideal candidate has 1+ year of customer service and Help Desk experience, plus certifications such as A+ or Network+ are a plus. The role offers full benefits, a 401(k) plan, and competitive compensation.

Qualifications

• Prefer Computer Science degree or equivalent years of experience.
• At least 1 year customer service experience.
• At least 1 year of Help Desk experience preferred.
• A+ Certification or equivalent experience preferred.
• Network+ Certification or equivalent experience preferred.
• Strong technical understanding of OS concepts and scripting.

Responsibilities

• Serves as a technical expert using independent judgment and discretion within approved processes when providing technical assistance and support to customers and lower level analyst.
• Identify root cause issues and defect with Tier 1 applications. Then share those findings with Business Partners to address and resolve application defects.
• Analyze customer workflow and/or processes flows issues and help to facilitate operational support for their business.
• Translate customer requests into appropriate specifications incidents. Understand and appreciate customers' business functions and time while driving results on incident resolution.
• Maintain increasing technical knowledge of the assigned application. Provide technical knowledge in the support of programming languages and applications in various system environments.
• Cross-trained to support Deployment, ECARE, and RTO programs which includes troubleshooting, vendor follow up, coordination with Service Desk
• Availability and willingness to serve in a schedule rotation that provides night and weekend support.
• Demonstrate and apply information systems, theory, processes and technology to all work.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader.
• Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems.
• Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.
• Perform other duties and special projects as assigned by the Leader.

Skills

Customer service

Help desk

Communication skills

Organizational skills

Problem solving

Education

Computer Science degree or equivalent experience

A+ Certification or equivalent experience

Network+ Certification or equivalent experience

Job description

V-Soft Consulting is seeking a Helpdesk professional in Louisville, Kentucky to deliver technical assistance to customers and internal users. You will resolve incidents, document issues, and collaborate with problem management teams in a fast-paced service environment.

The ideal candidate has 1+ year of customer service and Help Desk experience, plus certifications such as A+ or Network+ are a plus. The role offers full benefits, a 401(k) plan, and competitive compensation.