Help Desk Specialist

About the role

TEMP position to cover 4-8 week leave.

Responsibilities

• Receive, prioritize, document and actively resolve end user help requests
• Utilize diagnostic and help request tracking tools
• Work one on one with end users in-person
• Provide hands-on help at the desktop level
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Install anti-virus software
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Develop help sheets and frequently asked questions lists for end users

Qualifications

• Associates degree preferred
• Certifications include MCP, A+, Network +
• Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers
• Experience with desktop and server operating systems, including Windows 2000, Windows XP, Windows 2003
• Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003
• Working knowledge of a range of diagnostic utilities
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Location: Knowledge and Technology Center, Middletown, Connecticut

Time Type: Full time