This job listing expired on Sep 1, 2021
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Company Background: Turtle Beach Corporation is one of the world’s leading gaming audio and accessory providers. The Turtle Beach brand is known for pioneering first-to-market features and patented innovations in high-quality, comfort-driven headsets for all levels of gamers, making it a fan-favorite brand and the market leader in console gaming audio for the last decade. Turtle Beach’s ROCCAT brand combines detail-loving German innovation with a genuine passion for designing the best PC gaming products. Under the ROCCAT brand, Turtle Beach creates award-winning keyboards, mice, headsets, mousepads, and other PC accessories. Turtle Beach’s NEAT Microphones brand is all about creating the next generation of microphones, with products that embrace cutting-edge audio technology and innovative design. Turtle Beach’s shares are traded on the Nasdaq Exchange under the symbol: HEAR.

Turtle Beach believes diversity in the workplace creates an environment where different perspectives lead to improved creativity, productivity, team member engagement, and overall employee happiness. We’re simply looking for the best persons for the job, and if that’s you…let’s talk!

Summary: The Desktop Support Specialist’s role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.

Duties and Responsibilities

  • Field incoming help requests from end-users in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from customers.
  • Prioritize and schedule problems. Escalate problems (when required)
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications.
  • Test fixes to ensure the problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end-users.
  • Provide off-hours support as needed.
  • Performs other duties as assigned

Education/Experience/Skills

  • Exceptional interpersonal skills, with a focus on rapport-building, and active listening
  • Knowledge of basic computer hardware.
  • Experience with desktop operating systems including Windows and Mac OS
  • Extensive application support experience of Office 365
  • Diagnostic troubleshooting for in-office and remote employees
  • Working knowledge of a range of diagnostic utilities

Personal Attributes

  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation