Weltman, Weinberg & Reis Brooklyn Heights , OH 44131
Posted 3 weeks ago
The Help Desk Support Specialist provides network and telecommunication systems support and provides technical assistance and basic instructions over the phone.
This position is located in the Brooklyn Heights/Independence area of Cleveland.
Responsibilities/Duties/Functions/Tasks:
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests from users experiencing computer related technology problems as first-level triage for users both on-site and remotely
Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error
Instructs users on the basic use of equipment, software, and manuals
Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy
Adds, deletes, and revises user names on network and all required systems, as needed
Reset passwords and unlock user accounts on various systems
Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management
Loads specified software based on job function and business need
Support VoIP communication software such as Microsoft Teams, Zoom and RingCentral
Support audio conferencing devices
Refers computer hardware problems to technical staff for correction
Updates/reloads defective or inadequate software packages to user computers
Maintains user accounts and security access on network and other systems as required
Updates and maintains departmental specific Standard Operating Procedures and software documentation
Complete all required training applicable to assigned position
Additional duties as requested or required
Qualifications:
One year certificate from college or technical school in computer science or data processing
A minimum of 1-year relevant experience or an equivalent combination of education, training, and experience
Must possess good organizational skills, be adaptable, and be able to prioritize tasks
Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed
High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication.
Ability to work a schedule of 7am-3:45pm, Monday
Knowledge of and experience with:
Microsoft Windows 10 and 11
Microsoft Office applications
Active Directory including the setup, maintenance, and removal of user accounts
Remote desktop software used to provide remote customer support
Knowledge of Microsoft Endpoint Configuration Manager, VPN, and print services is a plus
Compensation and Benefits:
$20/hr+ to start, depending upon experience
Paid Time Off (PTO) - 16 days annually + 8 Company-paid holidays
Competitive benefits
Promotional opportunities within the firm
Fun participation in community involvement initiatives, office parties and competitions
Employee Perks Available from Verizon, Vehicle Manufacturers, Local Movie Theaters, Theme Parks and more!!
On site "Bistro To Go" vending and fresh foods available
Free parking
Weltman is an Equal Opportunity Employer committed to Excellence through Diversity!
Weltman, Weinberg & Reis