Help Desk Specialist I - DOD Skillbridge Program

Overview

The Help Desk Specialist I provides first line support to the users of Gilbane’s Information Systems and telecommunications, including hardware and software problems via Help Desk toll free line.

Responsibilities

• Answer, evaluate, and prioritize incoming telephone, voice mail, e‐mail, and in‐person requests for assistance from users experiencing problemswith hardware, software, networking, and other computer‐related technologies
• Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error and/or resolvetechnical issue
• Log and track calls using problem management database and maintain history records and related problem documentation
• Prepare standard statistical reports, such as held desk incident reports
• Refer unresolved problems to the approproate IS staff for resolution

Qualifications

KEY COMPETENCIES

• Communicate Effectively ‐ Listen to understand and clearly convey information in all forms based on the audience to ensure shared meaning ofthe message
• Act Inclusively ‐ Ensure that actions and behaviors are respectful; show empathy and treat others with dignity. Leverage capabilities and insightsof individuals with diverse perspectives, abilities and motivation.
• Solve Problems ‐ Identify, prioritize and implement alternatives for a solution.
• Demonstrate Agility/ Adaptability ‐ Maintain effectiveness and adjust to change by exploring the rationale, trying new approaches, and collaborating with others to make the change successful. Create an atmosphere of open‐mindedness to change.
• Drive for Results ‐ Show passion and commitment while delivering on business outcomes. Create a sense of individual ownership andaccountability.
• Champion Innovation ‐ Identify opportunities for new and improved ways of doing things that result in value added, unique and differentiatedsolutions

EXPERIENCE/EDUCATION

• High School Diploma or GED
• 1 year of experience providing technical assistance to computer system user via telephone or remote location
• Microsoft Certified Engineer certification is a plus
• Or equivalent combination of education and experience

Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.    For Provdidence, RI this ranges from $60,0000.00 -$80,000.00 plus benefits and retirement program.

Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees’ education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

Gilbane is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, race, religion, sex, sexual orientation, gender identity, protected veteran status, or disability status.

Note to Recruiters, Placement Agencies, and Similar Organizations: Gilbane does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our jobs alias, website, or to any Gilbane employee. Gilbane will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Gilbane and will be processed accordingly.