Help Desk Specialist


2019-09-05 00:35:18

Job location Clintwood, Virginia, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

TYPICAL EDUCATION: High school diploma or GED required, and at least one year call center or help desk/service desk experience or equivalent technical ability.

In addition to the qualifications listed, an Associate's degree in IT-related field and 1-2 years of help desk experience supporting personal computer hardware and software is preferred.


  • Comprehensive knowledge of personal computer use and solid understanding of basic IT concepts.
  • Proficiency using and supporting common corporate software, including Microsoft Windows 7/10 OS, Microsoft Office 2007 and later (Word, Excel, Outlook email, etc.), networking and remote access, and antivirus software.
  • Ability to perform first-line troubleshooting for corporate end users, including answering how-to questions, providing system and network status, and supporting a wide variety of proprietary and off-the-shelf applications and computing platforms.
  • Must be able to communicate moderately complex technical information, ideas, and results effectively in both oral and written form.
  • Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and help tools provided to follow issue through to a proper resolution.
  • Excellent customer service and team skills.
  • Ability to document work you do clearly and accurately in electronic ticketing system.
  • Perform of additional routine duties as assigned.

Candidate MUST be U.S. Citizen or Green Card Holder


  • Microsoft Active Directory and DFS experience
  • Genesys automatic call distribution (ACD) and interactive voice response (IVR) experience
  • Service Now IT Ticketing Management System experience
  • Google Mail
  • Knowledge of help desk software and tools, mobile device support, VPN/remote connectivity support, Web-based application support.
  • Experience with customer survey reporting and Service Level Agreement reporting
- provided by Dice

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