IT Helpdesk Specialist

The IT Frontline Helpdesk Specialist provides tier one phone support for Tyler's employee computing needs. The ideal candidate will have a strong customer service focus, with prior general Information Technology knowledge of computer systems, software, and applications. The candidate should be self-directed, detail orientated, quick to learn new technologies and be able to handle multiple tasks simultaneously. Primary work hours are between 8AM and 5PM, with hours of operation between 8AM and 8PM EST.

Responsibilities

• Provide end-user support for Tyler’s internal customers via telephone, email, remote control and in-person.
• Maintain a high level of courteous customer service at all times
• Respond to emails, phone calls, and instant messages from Tyler employees requesting help with computer related issues
• Learn the functions and back end of Tyler’s applications and corporate software so you can walk users through the steps to troubleshoot their issues or train them on processes
• Aid the management team in conceptualizing updates and upgrades that will enhance Tyler’s employee’s experience

Qualifications

• Associates degree in computer science or equivalent experience/certification
• Demonstrated or previous experience installing, configuring and supporting operating systems, PCs, printers, and other hardware with entry level knowledge of networking as well.
• Ability to prioritize and complete multiple tasks in a fast paced, technical environment
• Excellent customer service, organizational, interpersonal and communication skills
• Prior phone/customer service experience is key
• Ability to work independently and in a team environment
• Demonstrated ability to maintain a positive, professional attitude