IT Help Desk Specialist
IT Help Desk Specialist
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USD 55000 - 67000
1 Vacancy
Job Description
***This is a HYBRID schedule: 4 days inoffice with Wednesdays working from home***
Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals! BAC provides early intervention autism therapy services for children between the ages of 29 years old. As a leader in the industry we are fully dedicated to providing the best care and outcomes possible for our kiddos!
Position Overview
The IT Help Desk Specialist is the first point of contact for end users seeking technical assistance and support. This role involves providing exceptional customer service managing service requests and ensuring timely resolution of IT issues. The IT Service Desk Concierge will act as a liaison between endusers and IT support teams ensuring a seamless and efficient service experience.
Key Responsibilities
- Customer Service Excellence: Greet and assist endusers with ITrelated inquiries providing a positive and professional customer service experience.
- Incident and Service Request Management: Log categorize prioritize and assign incidents and service requests in the IT service management system.
- Initial Troubleshooting: Perform initial diagnosis of technical issues and provide basic troubleshooting steps to resolve common problems.
- Communication: Keep users informed about the status of their requests and incidents ensuring clear and timely communication throughout the resolution process.
- Escalation Management: Escalate complex issues to higherlevel support teams or specialized personnel when necessary ensuring proper documentation and followup.
- Knowledge Management: Maintain and update knowledge base articles and documentation to assist users with selfservice support and to improve the efficiency of the service desk.
- Collaboration: Work closely with IT support teams and other departments to ensure the smooth operation of IT services and timely resolution of issues.
- User Training and Support: Provide training and guidance to users on IT policies procedures and best practices.
- Feedback Collection: Gather feedback from users about their service experience and identify areas for improvement in IT support processes.
Qualifications
- Education: High school diploma or equivalent; Associates or Bachelors degree in Information Technology Computer Science or a related field is preferred.
- Experience: Previous experience in a customer service or IT support role is preferred.
- Technical Skills: Basic understanding of IT systems hardware software and networking concepts. Proficiency in using IT service management tools and software.
- Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts to nontechnical users.
- ProblemSolving Skills: Strong analytical and troubleshooting skills with the ability to quickly identify and resolve technical issues.
- Customer Focus: A strong commitment to providing exceptional customer service and positive user experience.
- Organizational Skills: Ability to manage multiple tasks and priorities in a fastpaced environment.
Work Environment
- Location: Onsite at the companys headquarters.
- Hours: Fulltime standard business hours with occasional afterhours support as needed.
- Physical Requirements: Ability to sit for extended periods and occasionally lift and move IT equipment.
Additional Information
- Reporting: This position reports to the Director of IT Operations.
- Compensation: Competitive salary and benefits package based on experience and qualifications.
- Growth Opportunities: Opportunities for career advancement and professional development within the IT department.
Please apply today!
By submitting your application to Bierman you are opting into receiving communications from Bierman.
Bierman Autism Centers values diversity in the workplace. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience training education and ability to do the available work without regard to race religion color age sex/gender sexual orientation national origin gender identity disability marital status veteran status genetic information ancestry or any other status protected by law.
Furthermore Bierman Autism Centers is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin race color religion gender ancestry age sexual orientation gender identity disability marital status veteran status genetic information or any other status protected by an equal opportunity employer Bierman Autism Centers does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation as a candidate for employment please inform a member of the Talent Acquisition team.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
