IT HelpDesk Support Specialist (ITHSS)

About the Role

AmaWaterways River Cruises is seeking an IT HelpDesk Support Specialist. This role is primarily responsible for managing tickets through an online help desk system and phone, creating and maintaining tickets, and managing client appointments.

Key Responsibilities

• Assists Network Administrators by providing first and second level support for clients, including workstation support, Microsoft Office support, printer setup and troubleshooting, user network connections, ShoreTel phones, and remote workplace technologies.
• Monitors ‘High’ and ‘Major’ priority IT HelpDesk issues and escalates unresolved queries to the next level of support.
• Monitors IT HelpDesk records and analyzes reports to take preventative action and ensure Service Levels are met.
• Performs hardware relocations and re-configurations (e.g., personal computers (PC) and telephones).
• Provides telephone and customer-facing support for initial fault diagnosis, liaising with customers throughout the process.
• Creates and coordinates live and on-demand webinars, including setup, maintaining files, verifying material accuracy, writing moderator scripts, hosting, and setting up virtual classrooms.
• Updates customer data and produces activity reports.
• Guides customers through problem-solving processes.
• Follows up with customers, provides feedback, and ensures problems are resolved.
• Utilizes excellent customer service skills and aims to exceed customer expectations.
• Ensures proper recording, documentation, and closure of issues.
• Recommends procedure modifications or improvements.

Requirements & Tech Stack

• HelpDesk software
• Contact Management Systems
• Internet Software
• Spreadsheet Software
• Word Processing Software
• Electronic Mail Software
• PC operating systems
• Desktop software
• PC Hardware configuration
• Remote control
• Workstation support
• Microsoft Office support
• ShoreTel phones
• Remote workplace technologies
• Local Area Network (LAN)

Qualifications

• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability, statistical inference, fundamentals of plane and solid geometry, and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Communication and interpersonal skills
• User Training
• Problem solving and analytical skills
• Proven working experience in providing HelpDesk support.
• Previous experience in a Level 1 HelpDesk role in a large organization.
• Customer service orientation

Certifications & Licenses

• Certification as an A+ PC Technician.
• Certification as a Microsoft Certified Professional (MCP) highly desirable.
• Certification as a Microsoft Certified Solutions Expert (MCSE) highly regarded.

Physical Demands

• Regularly required to use hands to finger, handle, or feel; reach with hands and arms, and talk or hear.
• Frequently required to sit; climb or balance, and stoop, kneel, crouch, or crawl.
• Occasionally required to stand and walk.
• Must regularly lift and/or move up to 10 pounds; frequently lift and/or move up to 25 pounds.

Work Environment

• Occasionally exposed to risk of electrical shock.
• Noise level is usually moderate.