IT Help Desk Specialist (Jr.- Mid) - Latitude, Inc.

Gaithersburg, MD

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science or relevant field

Source : Latitude, Inc.