Help Desk Support Specialist

3 weeks ago

Hyderabad, Telangana, India Park Place Technologies Full time

Technical Support Role Overview

The Help Desk Technician II at Park Place Technologies is an integral part of our team, providing exceptional support to our clients. This position is responsible for delivering top-notch first-level technical assistance, ensuring seamless communication and efficient issue resolution.

Key Responsibilities:

  • Provide expert-level technical support for end-users, addressing IT-related issues, including workstation, telephone, and printer problems.
  • Manage the help desk ticketing system, ensuring that incidents are correctly routed to the relevant team within the IS/IT department.
  • Configure, install, and deploy new workstations, telephones, printers, and other IT equipment required by Park Place Technologies employees.
  • Troubleshoot and offer viable solutions to various hardware and software problems.
  • Handle routine and basic technical issues that can be resolved during a phone call.
  • Apply knowledge of specific software and hardware applications and follow standard practices to address user issues.
  • Collaborate with team members and manager as needed to escalate and resolve ongoing issues.
  • Responsible for installing and testing systems and software inherent to in-house computer operations.
  • Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
  • Document incoming calls and record specific issues to identify ongoing issues or patterns.
  • Create manuals to address specific problems for future reference.
  • Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
  • Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
  • Responsible for managing the mobile phone plan, including provisioning new lines, migrating employee phones to the plan where appropriate, providing reports to IT management, and interfacing with the mobile telephony vendor.
  • Stays abreast of new and emerging information technologies as well as current trends.
  • Provides emergency on-call support, as needed.
  • Other duties as assigned.

Requirements:

  • 3-4+ years of related experience.
  • Minimum 1-2+ years' experience in a help desk technician role.
  • Customer experience required.
  • Strong knowledge and understanding of operating systems, networks, programming, languages, firewalls, and routers. Upgrades, installations, and common technical issues that can arise in Windows, Cisco networks, mobile applications, etc.
  • Ability to make decisions quickly with limited information.
  • Ability to solve complex problems.
  • Ability to read and understand complex manuals and terminology.
  • Understanding of hardware and software.
  • Excellent communication skills.
  • Keen attention to detail.
  • Ability to recognize patterns.
  • Ability to diagnose and resolve complex computer/software technical issues.

Bonus Points:

  • Network+, A+, IT Fundamentals, and Windows workstation certifications in the Microsoft Certified Professional Program.

Education:

  • Associate or bachelor's degree highly preferred.

Travel:

  • 10%

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