Help Desk Specialist
Job Location:
Duluth, MN - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Tusker helps organizations build secure scalable cloud environments that evolve with their business. From migration to modernization we design dependable efficient infrastructure that simplifies complexity and keeps your operations running smoothly at every stage.
We are seeking a Help Desk Specialist to be the front-line support position dedicated to the quick response diagnosis and resolution of customer issues. This position will utilize a variety of tools and resources to address trouble tickets related to hardware software and internet-based issues. The Help Desk Specialist must have the ability to handle difficult situations at the same time meeting the communication needs of customers and co-workers with courtesy and efficiency.
- Provide phone support to Tusker customers including remote desktop and server support.
- Monitor and perform routine server health checks for maintenance customers.
- Monitor service alerts from our various tools identify and resolves issues related to those alerts.
- Review follow-up on and complete assigned activity in ticketing system
- Monitor service board and ensure that tickets are worked within the customers Service Level Agreement and promised timeline.
- Track the progress on work performed to ensure that open service tickets continue moving forward to completion.
- Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
- Manage configuration changes of monitoring and management software to ensure the highest level of customer support.
- Provide and analyze reports on the health and service history of contracted customers.
- Strong written and excellent verbal communication skills attention to detail is imperative.
- Must be able to sort through data to determine appropriate conclusions and ensure that every step of a task is completed.
- Must be able to follow directions and ask questions where specific steps have not been given. However the ability to grow and become more self-reliant is important.
- Must be able to maintain confidentiality and discretion.
- The ability to balance quantity of work with quality of work is important.
- Reliability in completing tasks is imperative.
- Must maintain a valid drivers license and provide own method of transportation to customer sites as needed.
- Must show a desire to take on new tasks learn new skills and assist others.
- The ability to follow though until issues are confirmed resolved is imperative.
- The ability to provide thorough and timely documentation is essential.
- Must maintain professional attitude and demeanor in verbal and written communication with customers.
- Must understand workstations server security wireless network infrastructure etc. System and topologies that Tusker sells and services.
- General knowledge of the Networking Service industry and products.
- Minimum of 1 years of computer /networking experience.
- High School education or GED and Post-secondary education in field.
Tusker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws.
We seek team members from all backgrounds to join our organization and we encourage our employees to bring their authentic unique and best selves to work.
This policy applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence compensation benefits and training.
Tusker makes hiring decisions based solely on qualifications merit and business needs at the time.
Required Experience:
IC
About Company
Tusker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any oth ... View more
