Help Desk Specialist

SUMMARY

Responsible for performing a variety of tasks, including acquisition, installation, and maintenance of personal computers and software with local area network and wide area network connections; providing installation and support of equipment connected to centralized host systems; assisting the user community in software problem resolution; establishing and maintaining personal computer parts inventory for supplies and computer-related materials.

Required location in the Pacific or Mountain time zones.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Assists with technical support issues and responds to all problems in a timely, courteous manner;

Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of outage;

Informs users of progress and recommends a method to eliminate multiple calls on previously reported problems;

Identifies problem trends and makes recommendations to management in order to minimize ongoing issues;

Assists with hardware and software installations;

Builds and maintains PC systems; performs quality analysis and follow-up;

Assists with 1st and 2nd level support after normal business hours for all critical network systems;

Identifies and differentiates between hardware and software problems to assist with problem identification and resolution;

Initiates network troubleshooting and determination of appropriate escalation path;

Communicates accurate technical information to management, support staff, and users;

Deploys and troubleshoots issues with the VoIP Telephone system;

Resolves and works proactively on virus issues and initiatives;

Responds to a rapidly changing technical environment and the requirements of the user community;

Keeps current and knowledgeable on all corporate-approved software, as well as general technological advances;

Manages projects as assigned by the Helpdesk Manager;

Perform other duties as assigned

QUALIFICATIONS
EDUCATION / EXPERIENCE

Associate's Degree in computer technology or equivalent combination of education and experience

Two (2) or more years of related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance, with previous exposure to the Microsoft network environment

SKILLS

Excellent oral and written communication skills

Excellent customer service skills, including telephone and listening skills

Ability to work within a team and to foster teamwork

Good planning, organizational, and prioritization skills

Proficient in Microsoft Office products

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