DescriptionThe IT 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-oriented, quick to learn new technologies, and be able to handle multiple tasks simultaneously. Primary work hours are between 8 AM and 5 PM, with hours of operation between 8 AM and 8 PM US ETResponsibilitiesProvide 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 timesRespond to emails, phone calls, and instant messages from Tyler employees requesting help with computer-related issuesLearn 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 processesAid the management team in conceptualizing updates and upgrades that will enhance Tyler’s employees’ experienceQualificationsAssociate's degree in computer science or equivalent experience/certificationDemonstrated 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 environmentExcellent customer service, organizational, interpersonal, and communication skillsPrior phone/customer service experience is keyAbility to work independently and in a team environmentDemonstrated ability to maintain a positive, professional attitude
