HelpDesk Support Assistant

Position Summary:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Essential Functions:

· Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

· Respond to queries either in person or over the phone or via provided helpdesk software.

· Train new users.

· Maintain daily performance of computer systems.

· Respond to email messages for customers seeking help.

· Ask questions to determine nature of problem.

· Walk customer through problem-solving process.

· Install, modify, and repair computer hardware and software.

· Clean up computers.

· Run diagnostic programs to resolve problems.

· Install computer peripherals for users.

· Follow up with users to ensure issue has been resolved.

· Provides support for all workstation-related problems in a timely and efficient manner with an emphasis on achieving exemplary customer service.

· Administers appropriate data security controls for the Brown and Riding computing environment, including, but not limited to, controls over remote access (VPN), internet and intranet security, and login passwords.

Other Responsibilities:

· Perform other work-related duties as assigned.

· Works closely with the Chief Technology Officer and Systems Administrator to implement a desktop empowerment strategy aimed at the education and training of computer users to be more self-sufficient with the use of computing tools.

· Ability to sort issues by priority

· Ability to come into office outside of work hours during system emergency.

Education, Experience and Skills Required:

Strong background required in:

· Supporting a WAN/LAN environment

· Standard PC operating systems, including, but not limited to, all Windows platforms.

· Standard PC hardware and software, including installation and removal

· Working with user groups in a network/PC support capacity

· PC shrink wrap office software products, especially Microsoft Office

· Administration of network monitoring and security tools

· Ability to work with minimum supervision

General Background Requirements:

· Minimum of 4 years of prior network support experience

· Minimum Microsoft MCP Certification

· Comptia A Certification

· College degree in Computer Science or related field or significant equivalent work experiences

· Good communication skills, especially one-on-one verbal communication skills.

· Strong customer service orientation, including prior experience dealing with a broad-based user community

· Utilizes reasoning ability to define problems, collect data, establish facts and draw conclusions

· Able to interpret a variety of instructions furnished in written, oral diagram, or schedule form

· Able to successfully complete projects with competing priorities

Work Environment

· Physical activities of job are within the normal expectations of an office environment where the amount of standing, walking, sitting, reaching, and other movements are within the control of the incumbent.

· Vision requirements are in the normal range, correctible with glasses or contacts, where color vision, peripheral vision, depth perception have no significant impact on job performance.

· Working environment is generally within the confines of an office where normal climate conditions support effective job performance. Some daily travel may include limited time spent outside in the elements as part of the normal commute.

· Risk of exposure to hazardous materials, electrical shock, explosives, radiation, vibration or airborne particles are at the extreme minimum. Protective clothing is usually not necessary to effective job performance or safety.