Help Desk Specialist

About the role

The Help Specialist serves as the Tier-1 and first-level point-of-contact for the end user community, responsible for daily triage and maintenance of hardware, peripherals, and productivity application issues.

Responsibilities

• Provide first-tier (Tier-1) support for user problems relating to hardware and software issues for local and remote users.
• Set up equipment and access (including network and pertinent application access) for employee use, performing proper installation of hardware (including printing and faxing), operating systems, and application software.
• Inspect employee equipment and software periodically for adequate functionality, including patches and updates.
• Complete employee activations and deactivations on a timely basis and document the changes.
• Diagnose and repair reported problems, documenting all pertinent end-user information, nature of the problem or issue, resolution status, and process.
• Modify configurations, utilities, and software default settings for local workstations (including laptops) and thin client devices.
• Perform timely workstation hardware and software upgrades as required.
• Install, test, and configure new workstations, peripheral equipment (phones, printers, faxes), and software.
• Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images, and software.
• Route and escalate non-Tier-1 issues to respective responsible parties, conduct periodic follow-up, and maintain resolution status.
• Utilize and maintain helpdesk tracking software for all issues reported, regardless of reporting mechanism.
• Log, track, document, and resolve incoming requests using the help desk software solution.
• Maintain detailed and accurate call/ticket logs/reports and trouble tickets within helpdesk software, ensuring daily accuracy.
• Maintain agreed-upon first call resolution rate and quarterly satisfaction rating.
• Maintain inventory of all equipment, software, and software licenses.
• Strict adherence to defined Helpdesk policies and procedures.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Assist with internal physical moves, PC, telephone, etc.
• Participate in “off-hours”, weekend, and on-call support on a rotation basis.
• Other duties as assigned.

Skills

• Microsoft Office
• Microsoft Windows OS (XP, 2003, Vista, 7, 2008)
• Microsoft Networking (Printer Management, File Share management, Active Directory, IIS, IE, DHCP, DNS)
• Basic networking skills
• Building and cloning of end user workstations and laptops
• Remote control technologies
• End user support for Microsoft Exchange
• Phone System and PBX
• Strong computer skills
• Ability to work independently
• Knowledge of privacy regulations and ability to maintain patient privacy in daily role
• Ability to work independently in a timely, organized, methodical manner
• Task-oriented

Qualifications

• A+ certification
• Microsoft Certified Professional (MCP)

Working Conditions

Work is typically performed in an office environment.