Help Desk Specialist

Summary

Join Zillion Technologies Inc. as a Help Desk Specialist! This fully remote position requires providing first-level support to end-users for hardware, software, and network issues. You will diagnose and resolve IT problems, escalate urgent situations, and document solutions using a ticketing system. Collaboration with IT teammates is key, as is independent research and problem-solving. Maintaining knowledge of IT roles and responsibilities is also crucial. The role involves working with a diverse community and requires strong communication and problem-solving skills. This position reports to the Supervisor – Help Desk.

Requirements

• High school diploma or equivalent and some computer training certification program
• Two plus years of experience and/or training; or equivalent combination of education and experience
• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members
• Attention to detail
• Creative thinking and problem solving
• Ability to capture and communicate the context of a situation
• Ability to work both independently and as a team member
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution
• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed
• Strong working knowledge of Microsoft Operating Systems and Office productivity products
• Ability to work on multiple assignments with minimal supervision

Responsibilities

• Respond to teammate support requests via telephone and email
• Diagnose and resolve information technology hardware and software issues
• Develop and maintain a professional level of proficiency within Information Technology
• Identify and escalate situations requiring urgent attention
• Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions
• Work with IT teammates to research and document problem resolutions
• Work independently to research and resolve technical issues
• Work with IT teammates in researching and writing technical documentation
• Maintain knowledge of IT roles and responsibilities
• Performs other related duties as assigned
• Assist with maintaining hardware / software inventory

Preferred Qualifications

Degree in a computer technology field or related fields is preferred