IT Support Specialist

Description

Help Desk support specialists oversee providing excellent end user experience, which includes resolving potential or actual technical issues. One of their main duties is troubleshooting different software packages, hardware devices, and other peripherals. Additionally, Help Desk support specialists configure computer systems according to company policies. They must follow strict privacy regulations when it comes to handling sensitive data inside company drives. They help diagnose problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems while minimizing downtime and increasing productivity. They also help with data back-up duties in case of data corruption. These professionals generally work in an office environment with other specialists and use a personal computer as one of their main tools to report their progress and research possible solutions.

Help Desk support specialists must work well with other specialists, including with sharing company resources. They need to work effectively on their own as well and be detail oriented. They must be able to multitask and work under deadlines to complete support tickets. They should have excellent interpersonal skills, with the ability to communicate technical problems and instructions to end users in terms that are easy to understand.

Essential Tasks and Responsibilities

• Provide technical assistance and support for incoming tickets and issues related to computer systems, software, and hardware.
• Resolve technical issues in a timely manner.
• Respond to tickets either in person or over the phone within the time commitments of the IT Service Level Agreements.
• Maintain a high level of communication in all interactions.
• Complete internal IT department assignments as directed.
• Document and track all tickets through ticketing system.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Achieve and maintain a high service approval rating from the user community.
• Other duties as assigned.

Job Requirements

• Help Desk Experience.
• Problem Solving.
• LAN Knowledge.
• Verbal Communication.
• Operating Systems.
• Phone Skills.
• Customer Service.
• Quality Focus.
• PC Proficiency.
• System Administration.
• Microsoft Office Applications Proficiency.
• Ability to work autonomously and to collaborate fully as a team player.
• Ability to pay close attention to details, and present good planning, organization, and time management skills.
• Ability to work in a team environment and willingness to assume additional or new responsibilities readily.
• Ability to maintain regular attendance as per work schedule agreed with manager (may require working an adjusted work schedule based on project assigned and work overtime if warranted).
• Ability to comply with applicable laws and regulations and Company policies and procedures.

Work Environment and Physical Demands

• Spends 100% of the time in an office environment.
• Is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear.
• Is occasionally required to stand, walk, and stoop, kneel, or crouch.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.