Helpdesk Support Specialist

Department: Network Information Services
Job Title: Helpdesk Support Specialist
Education Level: College diploma or university degree in the field of computer science or telecommunications and/or two years equivalent work experience
Certification/Licensure: Certifications in desktop software or hardware including A , Network , Apple Certified Support Professional, or Microsoft Certified Technology Specialist (MCTS)
Knowledge & Experience:

• Knowledge of basic computer hardware, including desktop, laptops, mobile devices, and network equipment including, switches, firewalls, and wireless systems
• Experience with desktop and server operating systems, including recent Windows and MacOS versions
• Extensive application support experience with office productivity suites, email, and browsers
• Working knowledge of a range of diagnostic utilities, including registry, file system, disk, backup, and recovery tools
• Good understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills

Essential Functions of Position:
The Helpdesk Support Specialist’s role is to provide user support for support services, hardware, and other equipment. This includes taking calls and responding to ticket requests both in person and remotely, assisting other technical staff with project tasks, troubleshooting, and researching and documenting solutions. The support specialist will also provide receptionist coverage for the helpdesk and will assist other department staff with technical support when needed.

1. Evaluate documented resolutions and analyze trends for ways to prevent future problems
2. Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to appropriate technician when necessary
3. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
4. Build rapport and elicit problem details from help desk customers
5. Record, track, and document local help desk request problem-solving, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
6. Apply diagnostic utilities to aid in troubleshooting
7. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
8. Identify and learn appropriate software and hardware used and supported by the organization
9. Perform hands-on fixes at the desktop or device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
10. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
11. Test fixes to ensure problem has been adequately resolved
12. Perform post-resolution follow-ups to local helpdesk requests and review feedback provided
13. Develop help documents for common problem resolutions including “how-to” instructions, Standard Solutions, and FAQ lists for end users
14. Adhere to regular and dependable attendance
15. Other duties as assigned

ESU 10 Benefits Provided:

Health and Wellness

• Blue Cross/Blue Shield Health and Dental Insurance
• Single Coverage Paid at 100%
• Family Coverage Paid at 75%
• Coverage based on Full-time Status or will be Pro-rated

• EHA Wellness Programs
• Life Insurance

Retirement (NPERS)

• Defined Benefit
• 101% Match

Mileage Reimbursement

Other

• Flexible Spending Account (FSA)
• 403B (Traditional & Roth available)
• Health Savings Account (HSA)
• Life Insurance (available for spouse/dependents)
• Vision Insurance
• Long-Term Disability
• Paid Leave
• AFLAC available
• Student Loan Forgiveness Program