Help Desk Specialist

PRIMARY FUNCTION: Resolves computer software and hardware problems of users. Receives telephone calls from users having specific problems. Talks with user to determine source of specific error and recommends solution. Works with senior technicians and programmers to explain problems or to recommend solutions to problems. RESPONSIBILITIES AND TASKS: Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware such as modem, printer, cables, or telephone. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Prepares standard statistical reports, such as help desk incident reports. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Consults with programmers to explain software errors or to recommend changes to programs. Calls software and hardware vendors to request service regarding defective products. Test software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluation and recommendation for management review. Writes or revises user training manuals and procedures. Develops training materials such as exercises and visual displays. Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training. Installs personal computers and peripheral equipment for end users use. Maintains up-to-date knowledge of industry standards and trends. Serves as a resource person to others in the Division and participating in projects as required. Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery. Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Instructs users in use of equipment, software, and manuals. Recommends or performs minor remedial actions to correct problems. Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Replaces defective or inadequate software packages. Oversees the computer room and its support systems by performing the following: Insures the appropriate (at least daily) backup of data stored on the central systems/servers with sufficient off-site storage of backup media to minimize information loss in the event of a catastrophe. Maintains the list of authorized users of the servers (e.g., adding and deleting user accounts on NT, Notes, Oracle, Protean, etc.) and reporting related usage statistics as require. Prepares and maintains appropriate documentation of routine tasks associated with the operation of computer systems (e.g., account maintenance, backup, startup/shutdown, printers). Update and maintains the disaster recovery plan and emergency contact lists. SUPERVISORY RESPONSIBILITIES: None. This is an individual contributor position. Competencies required: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly and Interpersonal Savvy. MINIMUM EDUCATION AND EXPERIENCE: Bachelors degree in Information Systems, Computer Science or other related technical field or equivalent experience One to two years experience in a computer support environment Experience with Windows 95, 98, NT in a networked environment Experience with Dell Equipment REQUIRED TECHNICAL SKILLS: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in written or diagram form and deal with several abstract and concrete variables. Excellent Customer Service Skills Excellent written and oral skills, must be able to interface with all levels within the company We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. A career that makes an amazing difference starts at Wayne-Sanderson Farms. Formed from two leading poultry companies with humble roots in farm supply and feed manufacturing, Wayne-Sanderson Farms is built on over a century’s worth of industry expertise and excellence in operation. Our family at Wayne-Sanderson Farms is now more than 26,000 team members and over 2,000 family farmers strong, and still growing as the nation’s third largest poultry producer. By starting your career with a leader in the industry, you can develop your skills in a wide variety of operations while enjoying unique benefits such as our professional development opportunities. Make an impact on a global scale by feeding a growing world with Wayne-Sanderson Farms by applying online today.