Summary

The Help desk Support Specialist is responsible for Tier I and Tier II levels of help desk support in a three-tiered Information Technology Call Center serving approximately 3,000 users in local and remote locations. He/she is responsible for resolving help desk issues of moderate to high levels of complexity, including those escalated from other team members, and for escalating issues that he/she cannot resolve to Tier II or Tier III support. Responsibilities under this role will be to follow-up on support issues with dissatisfied customers; track and maintain all issues in a Call Center tracking system; report on helpdesk operations, SLAs, and issues regarding the support of Information Technology resources; and assisting fellow team members with support issues.  As a member of the Helpdesk team, the Technology Specialist is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking, server, and database issues, the Technology Specialist must demonstrate an aptitude for staying abreast of all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field's concepts, practices, and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

As a member of the Helpdesk team, the Technology Specialist is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking, server, and database issues, the Technology Specialist must demonstrate an aptitude for staying abreast of all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field's concepts, practices, and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

Significant hardware/software experience with PC's, Laptops and printers 

Strong knowledge of Windows Operating Systems Ability to prioritize effectively and to perform proactively

Ability to conduct research into software and hardware issues and products as required

Excellent oral and written communication skills

Good troubleshooting and analytical thinking skills

Excellent Customer Service Ability to work on their own or as a team

PREFERRED EXPERIENCE: Microsoft Exchange, Cisco

Experience supporting Microsoft IP Network.  2 years experience in a help desk environment

 

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