BSI Group

Help Desk Specialist

US-TX-Austin
Category
Professional Services
Contract Type
Perm Full-Time

About the Role

BSI EHS is seeking a customer service oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. The Help Desk Technician's role is to be the primary point of contact for users and ensure that the user is constantly informed of the current status of their request. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The goal is to take any incoming issue reported by a user and communicate that to the appropriate support specialist regardless of department (IT, Accounting, HR, Facilities…).  If the reported issue is IT related then you will be expected to provide at least first level troubleshooting to identify and possibly fix the issue or escalate to higher level technical support as needed.  The most important aspect of the position is to be the primary point of contact for any user issue and then become an advocate for the user to ensure their issue is communicated to all required parties as quickly and easily as possible and then follow thru to resolution and communication back to the user to ensure satisfaction.

 
This position is a key member of the IT team and we desire candidates that are friendly, self-motivated and want to help people. This position will have many opportunities to expand responsibilities as well grow their IT skill set.  Must enjoy working in a fast pace environment and the ability to multi-task.  
 
Responsibilities
  • Accept technical support calls/emails to the I.T. Department and log them in the Help Desk Tracking System
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Build rapport and elicit problem details from help desk customers
  • Provide first level contact and convey next action to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Own reported issues to full resolution including tracking down required escalation staff and communication of final resolution to the user
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Work with a mobile user population (users may be anywhere including remote offices, client sites, home, hotel, or other public wireless)
  • Audit and update user data in IT systems
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommend procedure modifications or improvements to the team
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Log all help desk interactions
  • Administer help desk software
  • Identify and escalate situations requiring urgent attention
  • Identify recurring problems and communicate those to higher level support staff
  • Verbal and written/electronic user training and instruction
  • Maintain a high level of confidentiality
  • Ability to establish and maintain purposeful relationships with department staff, management, users, and service providers/vendors
  • Assist in on-boarding and new user training and follow up assistance needed to get new staff up and running
  • Provide one-on-one or small group IT related training - may involve rolling out new IT tools or processes.
  • Check conference rooms each morning for proper configuration
  • Assist in enforcement and education of company policies regarding security and social media use
  • Identify and report security related issues including possible data loss due to improper system configurations, anti-virus software issues, and personnel issues
  • Identify areas where more user training would be helpful and report to the team
  • Create documentation/training/quick reference materials as needed to quickly provide users with consistent guidance
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Support office phone system and mobile devices

About You

Requirements
  • Proven working experience in providing help desk support – at least three years of hands on experience
  • Working knowledge of help desk software, user account management, and remote control
  • Strong client-facing and communication skills including effective and professional phone and email skills
  • Troubleshooting and multi-tasking skills
  • Customer service orientation
  • Candidate must be able to lift up to 25-50 pounds and work in a fast paced environment
Helpful Experience
Experience in any or all of these areas will be considered beneficial.  The primary responsibility of the position is customer service and management of user issues.  Training from higher level support will be ongoing for these technologies and the position will require constant learning and growth in knowledge helpful to support of the following:
  • Spiceworks on-prem helpdesk
  • Windows 7/10
  • Mac OS
  • Office 2010/13/16 and 365
  • Box.com (Box Sync, Box for Office)
  • Remote Desktop, GoToAssist
  • Lenovo Thinkpad hardware troubleshooting and warranty repair contact
  • Touch screen computers (Microsoft Surface, Lenovo X1 Carbon)
  • Mobile devices (Android, iPhone, mobile hotspots/data cards)
  • Active Directory account and group management
  • Exchange/email user and group management
  • Shoretel phone systems and user account management
  • Multi-function networked printers
  • Wireless networking

About BSI

BSI EHS Services and Solutions is a strategic Environmental, Health Safety and Sustainability management consulting firm. We are experts in helping organizations create highly effective solutions that minimize risk, reduce operating costs, and leverage our client's competitive advantage. Our clients include the nation's leading industry leaders, including high technology, biotech, and manufacturing companies. BSI consultants represent the best of the best in EHS&S Management Consulting. As a BSI consultant, you have access to world-class clients and leaders in the EHS world, and EHS&S is our business, not a department. We encourage and support continuous learning and development in technical, business and operational areas so you can reach multiple career goals at BSI.

 

Benefits of Working at BSI EHS Services and Solutions
BSI EHS's comprehensive compensation and benefits program reflects our commitment to our employees. The program is designed to attract, retain, and reward the people responsible for the company’s success and growth. It provides BSI EHS employees and their families with security for today and help in planning for tomorrow. It also expresses the support we give our employees in helping to maintain a balance of life at work and life outside of work.

We offer regular employees who work 24 hours or more per week, the following benefit programs:

  • Medical
  • Dental
  • Vision
  • Short-Term and Long-Term Disability
  • Life and Accidental Death Insurance
  • Flexible Spending Accounts
    • Health Care Reimbursement Account
    • Dependent Day Care Account
  • 401(k) Savings and Investment Plan
  • Employee Assistance Program
  • Investment in Professional Growth
    • Tuition Reimbursement
    • Professional Development
  • Reward Programs
  • Time Off

AA/EOE

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