What are the responsibilities and job description for the Help Desk Specialist position at eJAmerica?
Technical skills (Required - Mandatory)
Supporting Microsoft systems (Windows7, 8.1,10) in IT Infrastructure function.
- Must know PC hardware architecture
- Must know typical desktop applications, (i.e., MS Office, virus scan, Ghost, etc.)
- Must have knowledge of SCCM and operations (Installing applications, patch management)
- Prior experience in Remote Desktop support
- A solid understanding of TCP/IP, DNS, DHCP, and other network fundamentals
- Should have a good understanding of Microsoft Active Directory, DHCP, and DNS
- Should have a good understanding of user profile management
- Proven Customer Service skills
- Good written and oral communication
Technical skills (Required – Nice to Have)
- Awareness of the latest technologies and trends
- Knowledge of agile methodologies
- Must have the ability to identify and instill industry best practices.
- Proven Customer Service skills
- Excellent written and oral communication
People skills.
- Client management
Soft skills
- Create deep client impact
- Execution excellence
Areas of Responsibilities:
- The role is expected to carry out the following functions/activities as part of this job.
- Provides expert judgment and analysis for the design, development, and implementation of desktop systems.
- Analyzes requirements to ensure the system meets performance needs.
- Ensures that all systems are working at optimal levels and offers support to the application development team regarding new technologies and system requirements.
- Maintains, repairs, and troubleshoots desktop hardware and software packages.
- Assists with desktop/laptop images including updates, patches, and performance/process enhancements.
- Has the ability to script, test, and deploy automated desktop solutions.
- Provide level2/3 desktop/ laptop break-fix support
- Responsible for writing documentation to describe existing and new environments, technologies, and enhancements.
- Assists with the testing and selection of non-server computing hardware to be used within the enterprise.
- Assists with the design and maintenance of new images for desktops.
- Works with outside vendors as requested for incident resolution and to stay current on technology suitable for client environments (i.e. software, desktop images, and hardware).
- Assists with writing, testing, and installing packages for software upgrades/patches.
- Serves as a top-tier desktop support.
- Work with offshore teams
Academic Background
- Bachelor of Engineering / Technology / Science or equivalent experience
