Help Desk Specialist

Job Description

Description:

This position will be responsible for responding to inquiries and requests for assistance with software, technical, and other problems to be resolved. This position provides expertise, advice and advance knowledge, including in-depth problem-solving to users or customers to help diagnose and resolve their computer or system equipment issue. The helpdesk position is responsible for troubleshooting methods to fix a problem with a network, and they will log complaints into a database. In addition to documentation and initiating online reports will be a daily task. Amongst other responsibilities, support desk will open, track and close trouble tickets, and remain on top of status updates and requests, while reporting back with the customer.

Roles and Responsibilities Duties:

·Provide IT support for all sites (HQ site and all remote sites)

·Provide leadership and level two support to less experienced personnel

·Respond to requests for technical assistance in person, via phone, electronically

·Receive and respond to IT support requests in a timely manner; following set procedures for logging, reporting, and monitoring the desktop environment set by the Helpdesk Manager

·Provide assistance in areas of project management and running and managing large projects.

·Manage operations, projects and administer help desk software

·Identify and escalate situations requiring urgent attention

·Track and route problems and requests and document resolutions

·Manage Software Licenses, Installations, and Documentation

·Provide assistance in areas of project management and running and managing large projects

·Determine team training needs and oversee team development plan

·Manage accuracy and timeliness of resource time reporting

·Responsible for creating and deploying baseline configuration images for computer installations using Symantec Ghost, SCCM or similar imaging technology

·Responsible for configuration, performance, and operation of individual computer systems

·Ensure compliance with acceptable use, information security, and other technology policies

·Track asset inventory, warranty and license information and update the asset management system

·Troubleshoot and resolve problems with:

·Windows 7 Desktop and mobile device systems on-site, remotely or by phone.

·Microsoft Office 2013, Office 365 hosted applications, SharePoint, and additional workplace software products

·Printers, devices and peripherals

·Cell phones, tablets and other mobile/wireless devices

·Patch Management

·Provide guidance and training to Staff on operation of systems and products and where appropriate, provide recommendations for improvements

Required Qualifications:

·Reliable transportation to provide service at the remote sites required.

·Able to lift 40 pounds regularly required.

·Demonstrate proactive customer care behaviors at all times.

·Ability to deliver results and to effectively manage and prioritize desktop support projects.

·Advanced problem solving skills. Sorts through complex issues and conducts analysis of multiple solutions.

·Identifies technical problems with minimal escalation.

·Organizational skills and attention to detail.

·Ability to work with a diverse environment.

·Prior experience tracking and maintaining accurate IT Inventory records.

·Excellent troubleshooting and critical thinking skills will be a requirement.

·Must possess excellent communication and written skills, and have knowledge of advanced and current computer hardware

Experience:

·3-5 years of IT working knowledge of fundamental operations of relevant software, hardware and other equipment

·Knowledge of relevant technical call tracking application

·Knowledge and experience of working in a customer service practices
Related IT experience and training

·Must have exposure with running projects, and/or involvement within a large scale project.

·Management skills
Oral and written communication skills
Customer service orientation
Excellent Work Ethic (punctual, self-motivated, team player.)

·Problem analysis/Solving/Adaptability
Planning, organizing and attention to detail

Education:

·Associate’s Degree in related field or equivalent

·Windows 7/8.1 MCP official Microsoft certification

·A+ certification preferred

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.