Help Desk Specialist (IT)

Description We are currently looking for an energetic, motivated, and qualified individual to perform telephone and Tier I and II desktop support to users. Log and prioritize calls, track technician, and provide reports as required regarding compliance with Service Level Agreements (SLAs). Strong customer service and communication skills are necessary. Maintain files as required by the vendor of custom design application. Analyze, evaluate and test software and hardware problems. Perform installation, planning and security of computer facilities. Responsible for restoring systems configuration. Prepare activity and progress reports regarding support activities. Respond, investigate, and correct problems. Acts as a technical resource for all users. Organize appropriate training.). Install, troubleshoot, support and configuration of microcomputer hardware and software systems, to include servers. Also performs same functions for peripheral devices such as modems, scanners, printers, and fax devices. Provide troubleshooting diagnosis, and repair for microcomputer devices. Installing hardware and software application on a myriad of computer devices.

The qualified candidate will have at least 5 years experience working with system administration and PC hardware and software management, and/or IT Help Desk Operation. Candidate must also posses an A+, Network, and/or Help Desk Institute (HDI) Certification desired. Formal technical computer training in Microsoft Applications and Information Systems, with Router, Network Switches and Server experience. Experience with hardware and software application maintenance, troubleshooting and computer systems customer service operations. Must have knowledge of PC operating systems such as Windows NT, XP and Vista, Remedy and network and email standards.

Requirements The following skills are also required:

• Strong communication skills (both written and oral) and good interpersonal skills
• Strong analytical and creative problem solving capabilities
• Strong customer service orientation
• Strong process development skills
• Change management measurement and reporting processes
• Availability management creation, measurement, and reporting processes
• Service level management creation, measurement, and reporting processes
• Incident and problem management creation, measurement and reporting processes
• Windows operating systems and Office Suite experience
• ITIL Foundation certifications strongly preferred
• Remedy Service Desk experience is a plus

A bachelor’s degree in computer science or communications technology and formal technical computer and Help Desk services training.