Help Desk I

Description Job Classification: Technical Service Specialist 1

Position Description: Experience Level: 2 year degree or HS diploma and 1-2 years experience. Description: Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity. Documents and may resolve basic problems regarding business applications and hardware and software. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to senior staff when solution is unclear. Reports problems with procedures.

Shift work includes weekends and flexibility to work four ten hour shifts.

Requirements Responsibilities: Primary support group for Cell phone & Black Berry units, G3 & Wi-Fi Wireless cards, and VPN (Virtual Private Network) support which includes both hardware and software installations for campus or remote users on company assets and non-company assets. Installation support for users may include cabling, peripherals, and application configurations related to the approved processes and procedures. Working with Service Providers and other support groups outside the department is expected to help meet support goals. Requirements: Need a person who is a quick and accurate learner with excellent communication skills while using good judgment in an after hours helpdesk environment. Good telephone etiquette is a must, and the ability to typing 40 WPM or better. You will be rated on your ability to multi-task in a fast pace environment to help meet Service Level Agreements (SLA's).

Candidates must have the flexibility to work overtime hours to help meet high call volumes. Punctuality and maintaining an excellent attendance record in a rolling six months is expected by the department. Working knowledge of Lotus Notes and Microsoft Office 2003 or greater, with support experiences on both hardware and software issues for PCs, Laptops, Printers, and G3 cellular wireless cards. General knowledge of DOS commands, Microsoft 2000 or higher operating systems, Novell and Microsoft network platforms, along with Wi-Fi wireless connections, Active Directory, Citrix, VPN Support, PDA units or Black Berry support experience with Providers.