Help Desk Specialist

We are seeking a Help Desk Specialist to provide technical support for desktop computers, notebooks, peripheral devices, and associated software, as well as cellular and desktop telephones. In this role, the Help Desk Specialist leads small to intermediate projects and resolves all problems in accordance with established service level agreements.

Responsibilities

• Must be able to participate in an After-Hours Support Rotation.
• Provide first, second and third level contact and convey resolutions to customer issues.
• Respond to help desk tickets, telephone calls and e-mail requests for technical assistance.
• Properly escalate unresolved queries to the next level of support. Ensure established Service Level Agreements are achieved. Answer phones and user emails as needed by volume.
• Utilize call tracking management system to track and escalate technical or functional issues according to procedures. Track, route, and redirect problems to correct resources.
• Create intermediate to advanced computer scripts. Troubleshoot intermediate to advanced audio video issues. Troubleshoot intermediate Mobile and Office phone issues.
• Utilize the Software Management Application to create software packages, troubleshoot compliance issues for our end users’ computers. Install desktop computers, notebooks, workstations, and peripheral equipment, Audio/Video equipment as well as the required standard software.
• Ability to coordinate small to medium size projects locally and upgrade computer systems/software.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Identify, document, research, track and resolve technical problems in accordance with established service level agreements. Ensure proper recording, documentation, and closure.
• Provide guidance, and training to other Help Desk Specialist. Provide some overlap with the Shared Services Center and server administration when required. Work in the weekly
• After-Hours Support rotation.
• Recommend procedure modifications or improvements.
• Maintain currency with respect to technical skills by attending training classes and seminars as needed. Stays current with developments and changes in the client hardware and applications software industry. Provides recommendations for change where necessary.
• All other duties and responsibilities as assigned

Qualifications:

• Bachelor's degree in computer science or related field.
• 3 years proven working experience in providing Help Desk support.
• Strong communication skills and proficiency in English.
• Basic to intermediate project management experience
• Must be able to document accurately and manage technical issues to resolution.
• Ability to troubleshoot Windows PC operating systems and PC/laptop hardware. Some experience with windows server administration.
• Understanding and experience with the OSI model, intermediate networking, Intermediate/advanced troubleshooting skills, basic wireless/wired networks, Active Directory, telephony, ticketing software, MS Outlook, MS office products, remote control.
• Must be proactive and able to work with occasional supervision.
• Must be willing to work occasional weekends and on/call for emergency maintenance 24/7.
• ​Must be able to walk 3 to 5 miles a day and able to lift 35 pounds.

Licenses/Certifications:

• A , Network , Security