Location: Carlsbad,CA, USA
**General Description**
We are looking for a highly motivated individual to be a key member of our network and help desk support team. The position of Help Desk Support Specialist will be responsible for user support and customer service on company supported computer applications and platforms. Quality, commitment and teamwork should be priority.
* The candidate should possess strong team skills, communications skills, and technical skills.
* The candidate should be willing to take full ownership of tasks from inception to implementation.
* Work with a team of 2 Help Desk Support Specialist and 1 Network Engineer and 1 Systems Engineer reporting directly to the IT Network Architect/Manager.
**Responsibilities**
* Respond to requests for technical assistance in person, via phone, electronically
* Diagnose and resolve technical hardware and software issues
* Configuration of new, upgrade, maintenance and replacement of desktops/laptops and telephones including hardware and software configurations.
* Follow standard help desk procedures, and help document processes and procedures when needed.
* Research questions using available information resources
* Advise user on appropriate action
* Log all help desk interactions
* Log all time tracking in an accurate and timely manner
* Redirect problems to appropriate resource, including escalating situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Part of monthly rotation for after hour support (1 week per month) after hours support is paid separately
* Prepare activity reports and is responsible for meeting individual and team goals
* Stay current with system information, changes and updates
**Position Requirements**
* 3+ years of Help Desk Support experience with proven track record
* Strong Active Directory, Exchange, Windows OS, Citrix/Terminal Server, Printer and Desktop support skills
* Experience administering Telcom request on Mitel phone system or other VOIP systems
* Excellent Customer Service practices
* Knowledge of basic network topology and deployment of computers in a WAN/LAN.
* Knowledge of call tracking and IT support applications
* Must be able to lift 25 lbs repeatedly.
* Willing to travel to our local Southern California Resort locations.
* College diploma or university degree in the field of computer science and/or business management.
* MCP certification or A+ Certification a plus
* Solid understanding of the organizations goals and objectives and propose projects based on those goals
**Personnel Requirements**
* Excellent written, oral and interpersonal communication skills, influencing skills.
* Ability to present ideas in user-friendly language.
* Quick learner and has good memory retention.
* Customer Service oriented
* Practical problem analysis/ problem-solving and strategic thinking skills
* Ability to adapt to changing conditions
* Good organization and planning skills
* High attention to detail
* High stress tolerance easy-going person diplomatic and professional with the ability to work with people at all levels of the company.
* Highly self-motivated, pro-active nature and a passion for over-delivering while still meeting requirements
* Ability to effectively prioritize and execute tasks in a timely manner and give departments an estimate of work prior to performing the work.
* Experience working in a team-oriented, collaborative environment and able to handle constructive criticism
Help Desk Support SpecialistCompany : Grand Pacific Resorts
Position : Help Desk Support Specialist
Status : Full Time
Shift : First (Day), Second (Afternoon), Third (Night)
Req # : 6888953
Date Posted : February 02, 2022
Location : 5900 Pasteur Ct. #200, Carlsbad, US, CA, 92008
Job Category : Corporate/Administrative