Help Desk Specialist; Seville Seville, OH

Help Desk Specialist (Seville)

Seville, OH.

• Ensure proper computer operation so that the end users can accomplish business related tasks.
• Receiving initial calls/emails
• Prioritizing, documenting and actively resolving associates IT problems.
• Makes escalation for incidents when necessary.
• Field/answer incoming requests to the Service Desk via both Telephone and E-mail to ensure courteous, timely and effective resolution to associates issues.
• Investigate and resolve association workstation hardware and software issues and elevate more advanced issues to either Tier 2 or 3 for resolution.
• Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution.

• Exceptional Customer service skills
• MS Certification A+ and or 1-2 years related experience with basic computer hardware
• Familiar with Active Directory; resolve associate password related incidents for user environment, and various web based HR applications
• Knowledge of basic computer hardware
• Experience with desktop systems, including Windows XP
• Exceptional written and oral skills
• Experience with Desktop systems and Windows current operating systems
• Strong Documentation skills
• Proven analytical and problem-solving abilities