Job Openings Help Desk Specialist

About the job Help Desk Specialist

This Help Desk Specialist will provide I. T. support to the enterprise customers. The IT Specialist is responsible for remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution.

This Help Desk Specialist must become familiar with proprietary applications, Microsoft Office 2016/o365 and Windows 10 platform. Also, the Help Desk Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets. The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, amazing telephone etiquette and a focus on providing outstanding customer service.

Tasks are:
- Provide OPTIMAL customer support to all end-users to include top level senior executives and colleagues.
- Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
- Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.
- Excute account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
- Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
- Offer I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.
- Work independently and with team; convey technical information to non-technical customers.
- Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.

Responsibilities:
 Responds to and diagnoses problems through discussion with users.
 Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
 Supervises operation of help desk and serves as focal point for customer concerns.
 Provides support to end users on a variety of issues.
 Identifies, researches, and resolves technical problems.
 Responds to telephone calls, emails, and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution.  Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
 Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.


Education:

  • Degree (Preferred)

License/Certification:

  • Green card or US Citizenship (Required)
  • CompTIA A+ (Required)


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