IT Help Desk Specialist

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals! BAC provides early intervention autism therapy services for children between the ages of 2-9 years old. As a leader in the industry, we are fully dedicated to providing the best care and outcomes possible for our kiddos!

Position Overview

The IT Help Desk Specialist is the first point of contact for end users seeking technical assistance and support. This role involves providing exceptional customer service, managing service requests, and ensuring timely resolution of IT issues. The IT Service Desk Concierge will act as a liaison between end-users and IT support teams, ensuring a seamless and efficient service experience.

Key Responsibilities

• Customer Service Excellence: Greet and assist end-users with IT-related inquiries, providing a positive and professional customer service experience.
• Incident and Service Request Management: Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
• Initial Troubleshooting: Perform initial diagnosis of technical issues and provide basic troubleshooting steps to resolve common problems.
• Communication: Keep users informed about the status of their requests and incidents, ensuring clear and timely communication throughout the resolution process.
• Escalation Management: Escalate complex issues to higher-level support teams or specialized personnel when necessary, ensuring proper documentation and follow-up.
• Knowledge Management: Maintain and update knowledge base articles and documentation to assist users with self-service support and to improve the efficiency of the service desk.
• Collaboration: Work closely with IT support teams and other departments to ensure the smooth operation of IT services and timely resolution of issues.
• User Training and Support: Provide training and guidance to users on IT policies, procedures, and best practices.
• Feedback Collection: Gather feedback from users about their service experience and identify areas for improvement in IT support processes.