Help Desk Specialist

This position is responsible for operating our client's core processing systems and responding to end user helpdesk requests in support of TFCU business needs. The Operations Support role involves receiving, prioritizing, documenting, and actively resolving end user help requests, along with managing ongoing core processing. Problem resolution may require the use of diagnostic and help request tracking tools and hands-on assistance at the desktop level.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS:

• Monitors and maintains core processing operations to provide continuous online data processing services in support of operations.
• Logs events in the daily operations (i.e. system down, data processing issue, environmental issue) utilizing helpdesk tool.
• Logs incoming help requests from end users in a courteous manner utilizing the helpdesk tool.
• Troubleshoots and resolves end-user requests. If appropriate, escalate issues to specialists in the IS department.
• Documents problem-solving outcomes using the client's helpdesk tool to provide a historical reference and troubleshooting guide. This information will be utilized as a knowledge base for future issues.
• Responsible for operating the core processing system, peripheral equipment/connections, and supporting systems.
• The position monitors the various online systems and associated software.
• Responds to messages received from the system and take the appropriate action to verify the operating status of the computer and data communications systems.
• Performs routine maintenance on the backup media and printers daily.
• The position is responsible for performing timely file back‑ups and for maintaining a current backup media library and off‑site storage of backups.
• Documents/updates all pertinent end user identification information, including name, department, contact information, and nature of problem or issue while soliciting problem details.
• Assigns and reviews open tickets to ensure that necessary services are procured for help desk callers.
• Performs post-resolution follow-ups to help requests.
• Provides call tracking support for Summit issues to include logging new calls, pulling regular status updates on all open issues, and soliciting input from various Information Services staff regarding complex issues.
• Responsible for the accurate documentation and recordkeeping to include the tracking of software licenses and hardware inventory.
• Must continually expand knowledge base in support of software and hardware used by the organization.
• This position requires a broadbase of knowledge to include core system operations, hardware/software troubleshooting, and basic telecom management/troubleshooting.
• Downloads and tracks software updates necessary for end-user applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Evaluates documented resolutions and analyze trends for ways to prevent future problems.
• Develops help sheets and frequently asked questions lists for end users.

EDUCATIONAL REQUIREMENTS:

• Bachelor’s Degree in a related field and/or 3-5 years relevant experience
• A or MCSD/ST type certification preferred.

COMPETENCIES:

• Must possess proficiency in Microsoft Office.
• Must possess knowledge and proficiency in personal computer use, preferably with Windows 2000/XP Workstation and Windows 2000/2003 Server applications.
• Knowledge of HPUX operating system.
• Knowledge of Spectrum Core Processing.
• Ability to interact effectively with technical and non-technical users at all organizational levels
• Ability to provide explanation or instruction and respond to questions in one-on-one situations in person and/or over the phone
• Ability to follow detailed written and oral instructions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to deal with several concrete variables in a variety of situations
• Able to take and follow directions
• Able to work independently
• Ability to prioritize tasks and complete daily job assignments
• Ability to organize workload to accommodate competing deadlines
• Ability to work productively and professionally under stress
• Ability to resolve controversial or delicate matters skillfully.
• Ability to respond to common inquiries and complaints.
• Ability to maintain sensitive and confidential information
• Ability to interact effectively and professionally with colleagues and supervisors

WORKING CONDITIONS:

• Ability to arrive at work routinely and promptly
• Must be able to visually and physically check/inspect cabling beneath and/or behind objects such as desks, personal computers, printers, etc. This may include moving or lifting computer equipment from or to a desk, floor, or table.
• Must be able to respond to daily help desk problems and install requests by physically moving without assistance to all end-users’ workstations.