Help Desk Specialist (Hybrid)

Essential Duties And Responsibilities

• Assists with technical support issues and responds to all problems in a timely, courteous manner
• Troubleshoots, isolates, documents, and resolves problems reported by users
• Organizes problem resolution based on type and severity of outage
• Informs users of progress and recommends a method to eliminate multiple calls on previously reported problems
• Identifies problem trends and makes recommendations to management in order to minimize ongoing issues
• Aids in hardware and software installations
• Builds and maintains PC systems
• Performs quality analysis and follow-up
• Aids in 1st and 2nd level support after normal business hours for all critical network systems
• Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
• Initiates network troubleshooting and determination of appropriate escalation path
• Communicates accurate technical information to management, support staff and users
• Deploys and troubleshoots issues with VoIP Telephone system
• Solves and works proactively on virus issues and initiatives
• Responds to a rapidly changing technical environment and the requirements of the user community
• Keeps current and knowledgeable on all corporate-approved software, as well as general technological advances
• Manages projects as assigned by the Helpdesk Manager
• Performs other duties as assigned

Qualifications

• Associate's Degree in computer technology or equivalent combination of education and experience
• Two (2) or more years related work experience, minimum of 1 year experience in microcomputer hardware and peripherals repair and maintenance with previous exposure to Microsoft network environment
• Excellent oral and written communication skills
• Excellent customer service skills, including telephone and listening skills
• Ability to work within a team and to foster teamwork
• Good planning, organizational, and prioritization skills
• Proficient in Microsoft Office products

Benefits

We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.