Help Desk Specialist

Tusker is hiring a Help Desk Specialist to provide front-line technical support to customers. This role focuses on fast issue response, accurate diagnosis, and follow-through to resolution for a range of hardware, software, and internet-based problems.

Core Responsibilities

• Deliver phone-based support to Tusker customers, including remote desktop and server assistance.
• Monitor and run routine server health checks for maintenance customers.
• Watch for service alerts generated by various tools, then identify and resolve issues connected to those alerts.
• Review, follow up on, and complete assigned activities in the ticketing system.
• Monitor the service board and ensure tickets are handled within each customer’s Service Level Agreement and promised timeline.
• Track work progress to ensure open service tickets continue moving toward completion.
• Escalate repeated or unresolved tickets to the Service/Engineering Manager.
• Manage configuration changes for monitoring and management software to maintain high-quality customer support.
• Provide and analyze reports covering customer health and service history for contracted accounts.

Required Skills and Qualifications

• Strong written and excellent verbal communication skills, with attention to detail.
• Ability to sort through data to reach appropriate conclusions and ensure every step of a task is completed.
• Capability to follow directions and ask questions when specific steps have not been provided.
• Readiness to grow and increase self-reliance over time.
• Ability to maintain confidentiality and discretion.
• Capability to balance work volume with work quality.
• Reliability in completing assigned tasks.
• Commitment to follow through until issues are confirmed resolved.
• Ability to produce thorough and timely documentation.
• Professional attitude and demeanor in both verbal and written customer communications.

Knowledge, Education & Experience

• Understanding of workstations, servers, security, wireless, and network infrastructure, including system and topologies Tusker sells and services.
• General knowledge of the Networking Service industry and related products.
• Minimum of 1+ years of computer and networking experience.
• High School education or GED and post-secondary education in the field.

Logistics

• Valid driver’s license and ability to provide personal transportation to customer sites as needed.
• Position is onsite in Duluth, MN.

Compensation

USD 40,000 - 45,000 per year.