Help Desk Specialist

Job Description Summary:

Job Description:

TEMP position to cover 4-8 week leave

• Receive, prioritize, document and actively resolve end user help requests

• Utilize diagnostic and help request tracking tools,

• Work one on one with end users in-person

• Provide hands-on help at the desktop level

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

• Build rapport and elicit problem details from help desk customers

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Apply diagnostic utilities to aid in troubleshooting

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

• Install anti-virus software

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

• Test fixes to ensure problem has been adequately resolved

• Perform post-resolution follow-ups to help requests

• Evaluate documented resolutions and analyze trends for ways to prevent future problems

• Develop help sheets and frequently asked questions lists for end users

Qualifications:

• Associates degree preferred

• Certifications include MCP, A+, Network +

• Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers

• Experience with desktop and server operating systems, including Windows 2000,Windows XP, Windows 2003

• Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003

• Working knowledge of a range of diagnostic utilities

• Good understanding of the organization's goals and objectives

• Exceptional written and oral communication skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

• Strong documentation skills

• Ability to conduct research into a wide range of computing issues as required

• Ability to absorb and retain information quickly

• Ability to present ideas in user-friendly language

• Highly self-motivated and directed

• Keen attention to detail

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Exceptional customer service orientation

• Experience working in a team-oriented, collaborative environment 

Organization Information:

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