Help Desk Specialist

Job description

Tusker helps organizations build secure, scalable cloud environments that evolve with their business. From migration to modernization, we design dependable, efficient infrastructure that simplifies complexity and keeps your operations running smoothly at every stage. We are seeking a Help Desk Specialist to be the front-line support position dedicated to the quick response, diagnosis, and resolution of customer issues. This position will utilize a variety of tools and resources to address trouble tickets related to hardware, software, and internet-based issues. The Help Desk Specialist must have the ability to handle difficult situations, at the same time meeting the communication needs of customers and co-workers with courtesy and efficiency. ### Essential Duties and 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. ### Competencies and Skills - Strong written and excellent verbal communication skills –attention to detail is imperative. - Must be able to sort through data to determine appropriate conclusions and ensure that every step of a task is completed. - Must be able to follow directions and ask questions where specific steps have not been given. However, the ability to grow and become more self-reliant is important. - Must be able to maintain confidentiality and discretion. - The ability to balance quantity of work with quality of work is important. - Reliability in completing tasks is imperative. - Must maintain a valid driver’s license and provide own method of transportation to customer sites as needed. - Must show a desire to take on new tasks, learn new skills and assist others. - The ability to follow though until issues are confirmed resolved is imperative. - The ability to provide thorough and timely documentation is essential. - Must maintain professional attitude and demeanor in verbal and written communication with customers. ### Knowledge, Education & Experience - Must understand workstations, server, security, wireless, network infrastructure, etc. System and topologies that Tusker sells and services. - General knowledge of the Networking Service industry and products. - Minimum of 1+ years of computer /networking experience. - High School education or GED and Post-secondary education in field.