Help Desk SpecialistThis 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 personnelRespond to requests for technical assistance in person, via phone, electronicallyReceive 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 ManagerProvide assistance in areas of project management and running and managing large projects.Manage operations, projects and administer help desk softwareIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutionsManage Software Licenses, Installations, and DocumentationProvide assistance in areas of project management and running and managing large projectsDetermine team training needs and oversee team development planManage accuracy and timeliness of resource time reportingResponsible for creating and deploying baseline configuration images for computer installations using Symantec Ghost, SCCM or similar imaging technologyResponsible for configuration, performance, and operation of individual computer systemsEnsure compliance with acceptable use, information security, and other technology policiesTrack asset inventory, warranty and license information and update the asset management systemTroubleshoot 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 productsPrinters, devices and peripheralsCell phones, tablets and other mobile/wireless devicesPatch ManagementProvide guidance and training to Staff on operation of systems and products and where appropriate, provide recommendations for improvementsRequired 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 hardwareExperience:3-5 years of IT working knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of relevant technical call tracking applicationKnowledge and experience of working in a customer service practices Related IT experience and trainingMust 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 detailEducation:Associate's Degree in related field or equivalentWindows 7/8.1 MCP official Microsoft certificationA+ certification preferred