Job Description

Job Description

Job Description

Summary:

A Help Desk Specialists primarily responsibility includes responding to tickets from brand contacts and their licensees regarding issues they have using the Brand Comply System and working closely with the team’s technical resources to assist in developing solutions for our clients.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a help desk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving skills and the ability to troubleshoot technical issues.

Preferred Qualifications:

• Associate's degree in Information Technology or a related field.
• Experience with ticketing systems and remote support tools.
• Familiarity with network troubleshooting and basic server management.

Responsibilities:

• Provide technical support to end-users via phone, and email.
• Improve client resources by providing instructional documentation of special tasks.
• Improve Client Service Team performance by identifying problems and recommending changes.
• Update job knowledge through discussions with Systems Specialists, Account Managers and Rapid Response Teams.
• Provide clear, written explanations of ticket issues for resolution with the clients and internal resources.
• Participate in weekly team meetings to provide insights into current ticket issues and priorities.
• Diagnose and resolve hardware and software issues in a timely manner.

Skills:

The required skills for this role include strong communication and interpersonal abilities, which are essential for effectively assisting users and understanding their technical issues. Problem-solving skills are utilized daily to diagnose and resolve a variety of technical challenges, ensuring minimal disruption to users' work. Technical proficiency in hardware and software is critical, as the specialist will frequently interact with various systems and applications. Preferred skills, such as familiarity with ticketing systems, enhance the efficiency of tracking and managing support requests. Overall, a combination of technical knowledge and customer service skills is vital for success in this role, as it directly impacts user satisfaction and operational efficiency.

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