Help Desk Specialist

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Job description

Position Overview

The Help Desk Technician is responsible for the day-to-day administration, troubleshooting and maintenance of desktop systems and applications. Serves as the first point of contact for customers that need technical assistance over the phone, email or in-person. The technician must have good technical knowledge and the ability to communicate solutions effectively. The ability to respond and support the systems in a timely manner is critical. This position will report to the Manager, IT Operations Support.

Essential Functions

• Provide direct or over the phone support related to PCs, laptops, telecom devices, software applications and user access to the corporate network for remote individuals.
• Respond to requests and incidents in the designated ITSM application and log support activities accordingly.
• Coordinate support and repair efforts with third party vendors and onsite personnel.
• Build, configure and physically set up computers, printers and accessories.
• Maintain daily support of audio & video equipment.
• Participate in the development and implementation of new business processes that improve efficiency and enhance productivity.
• Maintain or develop training material, how-to guidance docs and knowledgebase articles for departmental or corporate use.
• Provide systems training to new employees during new hire orientation.
• Evaluate computer systems based on the company's corporate hardware policy.
• Assist the Infrastructure team in lower level projects or tasks.
• Participate in "On-Call" rotation for after-hours support.
• Occasional travel to other office locations.

Knowledge, Skills & Abilities

• Proven time management skills; able to multi-task.
• Ability to work independently and as a team member.
• Excellent customer service and support skills.
• Strong knowledge of Windows Operating systems for workstations
• Ability to troubleshoot Windows Server Operating systems (Server 2008 R2, Server 2012 R2)
• Good understating of Active Directory
• Able to work well under pressure.
• Exhibit professional demeanor.
• Ability to take direction and follow through with assignments.
• Good planning, organizing and problem-solving skills.
• Use initiative, exercise good judgment, and exhibit business savvy orientation.
• Very strong conceptual, analytical, judgment and communication abilities are critical.
• Extensive knowledge of Microsoft Office 365 and its products, especially Word,
• PowerPoint, Excel, and Outlook.
• Knowledge of basic networking, client machine installation onto a network and local area
• troubleshooting.