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Help Desk Specialist in Austin at EZCORP

Date Posted: 9/20/2019

Career Snapshot

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Career Description


The Help Desk Specialist responds to and diagnoses problems through discussion with users with the director of the Help Desk Manager.  This role uses minimal independence and judgment; works within set policies and procedures to solve problems. The Specialist is accountable for the quality, timeliness and accuracy of their own work and work is performed with frequent supervision and checked for accuracy and completeness.


Key Areas of Responsibility will include

  • Provides superior customer service as related to help desk and equipment repair departments
  • Researches problems, isolates and resolves less complex calls immediately; refers more complex problems as necessary
  • Receives help desk calls, creates trouble tickets, responds to and diagnoses problems through discussions with users
  • Documents, tracks and monitors all calls to ensure timely resolution
  • Conducts follow-up call to customers when necessary

Career Requirements

In addition to the responsibilities listed above, the requirements listed below are representative of the knowledge, skill, and/or ability required of applicants. Reasonable accommodations may be made to enable individuals with disabilities to perform the critical tasks.

  • Demonstrated knowledge of help desk support and familiarity with help desk software
  • Demonstrated knowledge of and ability to perform superior customer service skills
  • Demonstrated verbal and written communication and interpersonal skills; attention to detail and accuracy; and time management and organizational skills
  • Demonstrated ability to work independently and/or on a team and meet deadlines

Educational Requirements:

  • 6+ months of related experience and/or technical training
  • Associate’s degree or equivalent from a two-year college or technical school