Help Desk Support

Works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application.

PRIMARY JOB DUTIES

• Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.
• 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
• Ensures customer contact information is current in Incident Management application,
• Monitors the applications, systems, Interfaces, networks and computer room equipment for errors or potential problems.
• Monitors and permits access to computer room facilities, systems and applications including user rights administration following defined security guidelines.
• Completes a Helpdesk Daily Checklist
• Educates end-users as needed.
• Attends scheduled department meetings.

JOB SPECIFICATIONS

1. Education: An Associate s degree in Computer Science or 4 years of equivalent work experience. May substitute 2 years of experience in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.
2. Experience: At least two years experience working on PC's, networking, Computer Operations or Help Desk support as well as proven Customer Service skills. Demonstrat ed ability in these areas a must.
3. Skills: Strong customer service, technical, analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
4. Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
5. Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some physical effort required such as lifting and moving personal computers and printers.
6. Hours of Work: Normally works an eight-hour day. Must be flexible to work different shifts or longer hours to meet staffing needs.
7. Other: Ability to work under pressure with speed and accuracy.