What are the responsibilities and job description for the Help Desk Specialist position at FMS Inc.?
Reporting directly to the IT Manager, the Help Desk Specialist will be primary responsible for help desk assistance to end users and processing of all electronic files received or sent to clients or vendors. The Help Desk Specialist will provide support for end user PC’s and telephony equipment including printers and application support. The Help Desk Specialist will create, update, and close tickets within CastIMS (Ticketing System) which can include password resets, moving physical locations of the end user(s), and upgrading applications used within FMS. The Help Desk Specialist will maintain a daily checklist of all processes and ensure all items are completed successfully and receive signoff at the end of day. Any issues will be communicated immediately via verbal and emailed out to the appropriate individuals. The Help Desk Specialist will work closely with Operations and other departments to ensure all business requirements are being achieved and make any recommendations on process improvements. The Help Desk Specialist will document the file processing procedures and make any modifications when changes occur. Lastly, the Help Desk Specialist will need to build ensure all reports prior to be sent out are accurate and presentable.
Responsibilities
- Create, manage, and close tickets with CastIMS
- Send daily updates to Manager of what has been completed, currently working, and what help is needed
- Communicate any issues or out of ordinary activity immediately via verbal and email to Manager.
- Process all inbound and outbound files to and from Clients and Vendors.
- Document and maintain all file processing procedures.
- Complete Daily, Weekly, and Monthly Checklist.
- Send out all daily reports and ensure accuracy.
- Locate and define new process improvement opportunities.
- Provide support wherever needed.
- Troubleshooting end user technical problems.
- Resetting of passwords.
- Preparing machines for users.
- Installing required programs.
- Monthly reconciling users, machines, licenses, access to systems.
Requirements
- MUST BE Detail oriented and can Multi-task
- Moderate level expertise in Word and Excel
- Able to maintain repetitive tasks
- A certification is a plus
- 1 to 2 year’s experience in a Help Desk role.
