Job Title: Help Desk Specialist
Department: Information Technology
Reports to: VP of Information Technology
FLSA Status: Non-Exempt
Summary Investigates and resolves software and hardware problems of computer users; conducts hardware diagnostics; sets up and configures workstations; performs viral maintenance and cleanup; and installs, trains, and supports hand held devices by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Configures and installs computers, software, peripheral equipment, and any other technology needed in the environment.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Logs and tracks Helpdesk requests and maintains history records and related problem documentation.
Determines whether problem is caused by hardware such as workstation, modem, printer, cables, or telephone.
Assist in infrastructure/network projects: network development, operating system and hardware upgrades, network expansion, external connectivity, internal business standards, and network security.
Education and/or Experience
Bachelor's Degree required (Degree in Technology, preferred), and at least three months related experience and/or training.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of Agency management software; Contact Management systems; Database software; Design software; Development software; Internet software; Spreadsheet software and Word Processing software.
Must have a valid driver's license and be able to travel through the Tri-state area.