Help Desk Specialist

Vertex Professional Service LLC is seeking a full-time, onsite Help Desk Specialist to support the Help Desk operations for the ATMP/TADSS program in Louisville, Kentucky. The role involves troubleshooting via phone or email, assisting in workflow development, and conducting root-cause analysis of trouble tickets to improve service delivery.

Responsibilities

• Receive, analyze, and resolve trouble tickets via telephone or email
• Provide first-level helpdesk support via phone, computer, and centralized ticketing systems for issues related to desktop software, hardware, and peripherals
• Operate within the ticketing system to create and communicate detailed work logs, supply technical documentation, escalate to Tier 2 as needed, and set customer expectations for follow-ups
• Communicate and document information to inform the user community and team of important issues to help improve performance
• Meet all service levels, key performance indicators, and standards including productivity, turnaround time, quality, accuracy, and customer satisfaction
• Ensure timely follow up and follow through of assigned requests
• Monitor and manage assigned work queues effectively
• Understand and utilize all Help Desk systems to achieve first-time resolution of customer requests
• Use appropriate communication and documentation to inform the user community and team of important issues and information to improve performance
• Perform other duties as assigned

Requirements

• Excellent customer service skills
• Strong written and verbal communication abilities
• Superior organizational capabilities
• Problem solving skills
• Ability to work with general supervision
• Flexibility to work a rotating schedule supporting a 24/7 operation, 365 days per year
• Prompt and reliable attendance with advance notice for changes when applicable
• Strong knowledge of Microsoft Office, including Excel, Word, and PowerPoint

Technologies

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint

Desired Skills

• Two years of contact center, help desk, or customer service experience
• Prior ATMP help desk experience

Education

High school diploma or equivalent

Location

• Primary site: Fairdale, KY (onsite)
• Official work location: Louisville, Kentucky