Lucky 13 Solutions is currently accepting resumes for a Help Desk Support Specialist to join our team in Webster, NY. Please forward a resume or CV to careers@lucky13solutions.com
Who We Are:
We have a passion for technology! Started in 2017, Lucky 13 Solutions provides Managed IT Services for small and medium sized business. With over 30 years of experience in both IT and business operations, our focus is on helping to ensure that our clients technology works for them. As a Silver Microsoft Partner we focus around the Microsoft 365 and Azure environments while still supporting the traditional environments. Through our Remote Monitoring and Management utilities we support clients in various business verticals located throughout the United States.
Brief:
Lucky 13 Solutions is looking for a Help Desk Support Specialist to join our team in Webster, NY. The primary role of the Help Desk Support Specialist is to provide fast and useful technical assistance on computer systems, hardware, and software to end users. The Help Desk Support Specialist will answer tickets on basic technical issues and help in solving them via phone, email, remote support and chat. An excellent Help Desk Support Specialist must have strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The Help Desk Support Specialist must also be customer-oriented and patient explaining and working with the customer to resolve the issue.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements:
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office Windows 10, Office 365, and other SaaS applications
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- A desire to learn new technologies