Help Desk Support Specialist

Company: CFS - Technology
Location: Minnetonka
Posted on: May 12, 2022

Job Description:

Job DescriptionJob DescriptionHere's your chance to join the growing IT team at our corporate headquarters in Minnetonka, MN. The Help Desk Support Specialists role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. This position will primarily remain at the help desk with some deskside support being provided.The Day To Day...Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.Build rapport and elicit problem details from service desk customers.Prioritize incidents and service requests according to defined processes to meet defined SLAs.Escalate incidents with accurate documentation to suitable technician, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Use remote tools and diagnostic utilities to aid in troubleshooting.Research solutions through internal and external knowledgebase as needed.Identify and learn appropriate software and hardware used and supported by the organization.Develop help sheets and standard work for end users.Provide suggestions for continual improvement.Assist with managing the helps desk asset management and ticketing system.Provide Help Desk metrics to management monthly or as requested.Assist with maintaining patch/firmware compliance on networked print devices.Maintain Help Desk SharePoint standard work site.Preferred QualificationsAn Associate Degree in Information Technology or related field.2 years experience in Information Technology discipline or equivalent is preferred.2 years experience in a customer service role. Our employees quality of life is important to us. When people feel appreciated, respected and supported, careers thrive and ideas come to fruition.Employees Are Provided Various Great Benefit Opportunities Which May IncludeMedical, Dental, Vision Insurance effective first day of employmentLife Insurance401(k) and profit-sharing plansBonus ProgramsAccident and Critical Illness InsurancePaid vacation, holidays and leave programsFlexible spending account (FSA) planVoluntary wellness programsEmployee Product discount programEmployee Assistance ProgramGym discount membership programTuition ReimbursementCross-training and job rotation opportunitiesCareer pathsDaycare facility in Minnetonka, MNCompany DescriptionCFS is a leading, employee-owned staffing firmthe largest one founded by CPA firms. With more than two decades of experience helping companies locate, attract and hire exceptional accounting, finance & IT professionals, CFS has unique resources to better understand hiring needs, attract higher-caliber candidates and assess candidate potential. Established in 1994, CFS today operates 30+ offices across 21 states and the Caribbean. Serving most major U.S. markets and beyond, CFS connects companies with candidates, from entry-level to executive level, temporary to direct hire, and project support to interim management.CFS was named to Forbes list of Best Professional Recruiting Firms three years in a row and also cited by LinkedIn as one of the Most Socially Engaged Staffing Agencies two years in a row!

Keywords: CFS - Technology, Minnetonka , Help Desk Support Specialist, Other , Minnetonka, Minnesota