Helpdesk Specialist

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JOB DESCRIPTION

Position Description

This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use.  Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem.  Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.

Position Accountabilities

·         Respond to teammate support requests via telephone and email.

·         Diagnose and resolve information technology hardware and software issues.

·         Develop and maintain a professional level of proficiency within Information Technology.

·         Identify and escalate situations requiring urgent attention.

·         Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.

·         Work with IT teammates to research and document problem resolutions.

·         Work independently to research and resolve technical issues.

·         Work with IT teammates in researching and writing technical documentation.

·         Maintain knowledge of IT roles and responsibilities.

·         Performs other related duties as assigned.

·         Assist with maintaining hardware / software inventory.

Organizational Relationship

This assignment reports to the Supervisor – Help Desk

Position Qualifications

Education & Experience

·         High school diploma or equivalent and some computer training certification program.

·         Degree in a computer technology field or related fields is preferred.

·         Two plus years of experience and/or training; or equivalent combination of education and experience.

Knowledge & Skills

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
• Strong working knowledge of Microsoft Operating Systems and Office productivity products.
• Ability to work on multiple assignments with minimal supervision.

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