Summary

The Helpdesk Support Specialist is responsible for Tier I and Tier II levels of help desk support in a three-tiered Information Technology Enterprise Call Center serving approximately 3,500 users in local and remote locations. He/she is responsible for resolving helpdesk issues of moderate to high levels complexity, including those escalated from other team members, and for escalating issues that he/she cannot resolve to Tier III support. Responsibilities under this role will be to follow-up on support issues; 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 Helpdesk Support 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 and server and database issues, the Helpdesk Support 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.

This position entails assisting Work At Home staff with connecting to the network, troubleshooting hardware, software issues, and internet issues remotely. This requires patience and detail orientation to ensure that a resolution can be reached in a short period of time to allow the agent or staff member to get connected and work. The equipment can be a thin client, pc, laptop, phone, and all the peripherals. Knowledge of VOIP phones, internet connectivity, and experience in a helpdesk is essential.

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