Job Title: Help Desk Specialist (Urgent Hiring)
Job Type: Full- Time (Hybrid)
Location: Hyderabad, Telangana
Summary
The Help Desk Specialist supports staff by resolving hardware and software issues, providing support to end users and their devices, and offering technical assistance related to computer systems and various IT equipment.
Essential Duties and Responsibilities
- 2 - 4 years of experience in troubleshooting technical issues, providing support, and maintaining IT systems.
- Troubleshoots complex technical issues and provides timely and effective solutions.
- Assists in maintaining ticket queue by thoroughly and efficiently processing requests and documenting resolutions.
- Ensures call handling, email communication, and other electronic communications are processed per department SLA and policies.
- Creates training documentation for end users; prepares operational documentation for desktop software, system software, and hardware; and trains associates on complicated issues.
- Responds to IT-related queries and runs diagnostics to isolate issues and implement solutions. Follows up to ensure resolution and customer satisfaction.
- Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Coordinates the installation, repair, and upgrades of computer hardware, software, and peripherals. Performs preventative maintenance (PM) on user devices.
- Maintains high standards of customer service in accordance with organizational policies and procedures.
- Collaborates with other IT team members on issues beyond their scope of knowledge or expertise.
Other duties as assigned. Must be able to:
- Arrive to work promptly and regularly
- Take direction and work collaboratively
- Work under deadlines and stress
- Concentrate and perform tasks accurately
- Adapt to change productively
Competencies
- Use of Technology – Demonstrates required technical skills, adapts to new technologies, troubleshoots problems, and maintains up-to-date technical proficiency.
- Job Knowledge – Understands job-related skills and knowledge; learns and applies new skills; uses resources effectively; operates with minimal supervision.
- Analytical Skills – Synthesizes information, identifies dependencies, researches data, and designs workflows.
- Communication – Communicates clearly in written and verbal formats; listens effectively; selects appropriate methods; keeps stakeholders informed.
- Customer Service – Demonstrates courtesy and responsiveness; handles customer concerns; meets service commitments and solicits feedback.
- Dependability – Follows directions; is accountable; meets attendance and performance standards; commits to quality service.
Qualifications
- To perform this role successfully, an individual must meet the following requirements. Reasonable accommodations may be made for individuals with disabilities.
Education and/or Experience
- Associate's degree in Computer Science, Information Technology, Business Technology, or a related field, or equivalent work experience.
Language Skills
- Ability to read and interpret technical documents and respond to inquiries.
- Can write clearly for documentation or publication.
- Comfortable presenting information to management or public audiences.
Mathematical Skills
- Basic math operations, percentages, and ability to interpret simple graphs.
Reasoning Ability
- Solves practical problems using a variety of instructions (written, oral, diagram, schedule).
- Applies logic in environments with limited standardization.
Computer Skills
- Proficiency in spreadsheet, word processing, and internet applications.
- Certificates, Licenses, Registrations
- A+ Certification or similar designation is a plus.
Physical Demands
- Occasional standing, walking, and sitting.
- May lift/move up to 10 pounds occasionally.
- Reasonable accommodations may be provided.
Work Environment
- Moderate noise level typical of an office environment.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
