IT Services; Computer Hardware & High-Tech Manufacture
Functional Area
Not Mentioned
Job Description
Job Title:ÿHelp Desk Specialist
Hours:Monday to Friday 4pm-1am
Location:Amman
Travel Required:ÿNone
Our organization is a fast growing professional services firm that manages Information Technology (IT) for our clients.ÿOur clients are small and medium businesses that usually range between 10 to 100 employees located in the United States.ÿOur firm acts as the IT department for our clients.ÿYou will remotely manage and monitor the network for different clients.ÿAs Help Desk Specialist, you are responsible for handling first level support of service requests. This relates to all technology to include: workstations, servers, printers, networks, and vendor specific hardware and software.ÿTypical hours are Monday through Friday from 4pm to 1am local time ranging from 40 to 48 hours per week and available for emergencies.ÿCandidates should possess strong problem-solving, analytical and communications skills in addition to in-depth technical knowledge of systems hardware and software.Job SummaryThe Help Desk Specialist is responsible for handling first level support of service requests.ÿThis relates to all information technology, to include:ÿworkstations, servers, printers, networks and vendor specific hardware and software.5 ways were going to invest in you
You?ll be paid very well: We know that?s an important concern with any new job. We pay at the top of the scale because its the only way to get the best people.
You?ll get a career, not a job: Regardless of where you are in your career path, we sincerely want you to be successful for the long-term. We will align this position with your long-term career goals to fast track you on your chosen career path. You?ll get lots of training, professional development, and support from our team.
You?ll maintain a great work/life balance:ÿWe love our work, but we love our families more. So we get our work done to the highest standard, then go home. The better the quality of our work, the fewer emergencies stop us going home.
You?ll be welcomed into a team of high performers, just like you:ÿIt?s important to belong to a team that fits your personality. It makes the work more rewarding and fun. We are a group of high achievers that are focused on creating a world class customer experience in the most positive and upbeat environment possible.
You?ll do work that matters:ÿWe provide mission critical IT services for our customers so they can achieve their business goals. At the end of the day, we do what we do to help people and make the world a better place. We get involved in our community through volunteering and other fun projects.
Typical Duties
IT Support relating to technical issues involving Microsoft?s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
System documentation maintenance and review
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesÿ
Responsibilities
Improve customer service, perception and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Service Team Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests if needed
Responsible for entering time as it occurs
Understand company processes by completing assigned training materials and blueprints
Enter all work as service tickets
Provide backup for other Help Desk Specialists
On call for after-hours service when required
Update job knowledge by participating in education opportunities and reading professional publications
Protect organization?s value by keeping information confidential
