IT Helpdesk Specialist

DataStaff, Inc. is seeking an IT Helpdesk Specialist for contract-to-hire opportunity with one of our direct clients in Graham, NC
*This position is onsite

IT Helpdesk Specialist provides technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; resolves computer application problems and troubleshoots hardware malfunctions; assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, Internet/Intranet, and email clients. Installs, configures and repairs personal computer hardware and software systems; and performs related work as required.

Responsibilities may include, but are not limited to the following:

• Works directly with all assigned departments as an IT contact addressing inquiries and complaints by remote session, telephone, or email and in-person; represents the department to all customers in a professional and customer friendly manner.
• Evaluates, responds to, and resolves requests for computer assistance from users, including resetting user accounts and passwords and troubleshooting basic problems with hardware, software, and other computer related technologies.
• Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
• Instructs users in software applications usage, basic computer navigation, and security practices.
• Obtains and records customer issue and request information; creates service tickets and determines priority and appropriate staff for resolution; ensures accurate and timely notification of staff.
• Maintains information on scheduled systems maintenance, including upgrades and outages; informs customers as needed.
• Evaluates problem severity and repairs or refers to specialized or higher-level personnel and/or vendor for resolution.
• Assists in testing, diagnosing, troubleshooting, and repairing computer system hardware, software, operating, and equipment problems to ensure functional operation.
• Installs personal computers, mobile devices, software, and peripheral components.
• Assists in creating baseline software sets, adhering to department and County standards, for various computer makes and models; assist in building, testing, and deploying images, including configuring operating system and loading applications and software.
• Tests, diagnoses, troubleshoots, and repairs personal and mobile computing systems and equipment problems to ensure functional operation.
• Installs, configures, maintains, and upgrades operating systems and software packages across disparate platforms.
• Recovers computer assets to decommissions obsolete hardware.
• Travel will be required to a variety of County sites to provide onsite troubleshooting and technical support assistance.
• Will be expected to perform other assignments as needed and trained to support the IT team.

QUALIFICATIONS

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Analytical Ability to analyze statistical data, keep accurate records and complete reports.
• Autonomy Ability to work independently with minimal supervision.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Empathetic Ability to appreciate and be sensitive to the feelings of others.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Judgment Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Multitasker Ability to multi-task in a fast-paced environment.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Safety-Minded Creating a safe work environment; managing risks; reducing exposure liabilities.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

SKILLS & ABILITIES: Education & Experience: Associate's Degree in Computer Science, Computer Information Systems, Computer Engineering, Electronic, or related technical degree from an appropriately accredited institution OR two years of progressive experience.
Computer Skills: Prior experience with Microsoft Windows, MS Office suite.
License/Credentials: Possession of a valid NC driver's license.

This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.