BT Help Desk Specialist (a/k/a BT Computer Support Specialist - Level I)
Client Services, Inc. -CR
Heredia, CRI
hace 1 día

BT Help Desk Specialist

a / k / a BT Computer Support Specialist - Level I)

Job Purpose :

Provide support to people and organizations using computer software or equipment and assist end-users having computer problems.

Operate within a formal help desk ticket queue system.

Essential Functions and Responsibilities :

  • Pay close attention to customers when they describe their computer problems
  • Assist end-users with submitted trouble-tickets or questions regarding software and hardware
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the problem-solving steps
  • Document issues and solutions in Help Desk System
  • Provide support to safety and brigade teams
  • Assist HQ with office procurement and contract management (cleaning company, landlord, maintenance team, HVAC techs or any other vendors)
  • Set up or repair computer and related devices
  • Install software and desk systems
  • Train users to use new computer hardware or software, including printing, installation, word processing, and email
  • Manage physical assets, keep them up to date.
  • Drafting reports and making written recommendations
  • Overseeing building projects, renovations or refurbishments
  • Advise operation's manager on increasing energy efficiency and cost effectiveness
  • Ensuring that facilities meet government regulations and environmental, health and security standards
  • Managing budgets and ensuring cost effectiveness
  • Adhere to company attendance requirements and able to work assigned schedules
  • Adhere to client, company and regulatory requirements and policies
  • Use computers for long periods of time
  • Experience with Active Directory and Windows Server environment
  • Ability to troubleshoot break / fix issues on hardware components
  • Flexible shift coverage and availability on emergency issues of site location
  • Familiarity of help desk systems and remote troubleshooting steps
  • Knowledge of the Microsoft Office programs including Excel, Outlook, and Word support
  • Working understanding of basic networking and programming knowledge is a plus
  • Qualifications :

    Bachelor's degree preferred. High school diploma or equivalent. Requires solid computer knowledge with 0-2 years of related experience.

  • Interpersonal skills. Must be patient and sympathetic, often helping people who are frustrated with the software or hardware they are trying to use.
  • Listening skills. Able to understand the problem that the customer is describing and know when to ask questions to clarify the situation.
  • Problem-solving skills. Able to identify both simple and complex computer problems, analyze them, and provide a proper solution.
  • Speaking skills. Describe the solution to a computer problem in a way that a nontechnical person can understand.
  • Writing skills. Strong writing skills for preparing instructions and email responses for employees and customers.
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