IT Help Desk Specialist

Job Description

Responsibilities

Responsible for providing technical assistance and support for customers using our application via phone, email and Zoom calls. Works primarily from a helpdesk location. Run diagnostics, isolate problems, resolve technical issues, and determine and implement solutions. Must have exceptional customer service.
Primary responsibilities
Provide technical assistance and support for incoming queries and issues related to OptiSigns application.
Become an expert in our software and hardware solutions, including Windows, Android, Raspberry Pi, Linux, and other devices.
Respond to end-user problems over the phone, Zoom call & ticket system.
Write/update technical documents related to help desk articles.
Ask questions to determine the nature of the problem.

Walk customers through the problem-solving process.
Run diagnostic, troubleshooting on Windows, Android, and other devices

Follow up with customers to ensure the issue has been resolved.

Gain feedback from customers about application usage
Run reports to determine malfunctions that continue to occur.
Escalate issues to designated tier 2 staff as necessary.

Requirements

Good understanding of audio / video and other embedded hardware and software.
Familiarity with images, applications, and projects related to A/V and embedded systems.
Creative thinking and problem-solving abilities.
Ability to work collaboratively in team settings.
Strong communication skills to explain technical concepts to non-technical users.
8 hour shift
Monday to Friday
On call

Experience:
Windows: 1 year (Preferred)
Customer Service: 1 year (Preferred)