Help Desk / Desktop support specialist
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POSITION SUMMARY: Serves as a source of technical assistance and support to the user community for data, voice, video, hardware and software. Responds, coordinates, diagnoses, and troubleshoots calls for break/fix, software installs, moving/relocating, and equipment swaps in a timely manner; or escalates problems on behalf of the customer to the appropriate technical staff for resolution. Electronically documents activities. Supports and maintains effective relationships with users.
ESSENTIAL FUNCTIONS: Provides and documents day-to-day technical support to employees for internal desktop systems software, hardware, data, voice, and related peripherals. Installs, configures, and troubleshoots desktop systems/workstations, peripherals, voice/mobile devices, and network issues. Maintains passwords, data integrity and file system security for the IT environment. Organizes and follows complex and/or detailed technical procedures. Consults with clients to resolve technical problems and ensure customer satisfaction. Provides courteous and timely customer service, tracks inventory of IT assets.
Knowledge, Skills, and Abilities:
- Knowledge of Windows operating systems, client/server environments within a corporate network structure, fundamental networking concepts, and troubleshooting methodologies.
- Knowledge of voice/mobile communication devices, technical skills for analyzing and problem-solving
- The ability to communicate effectively with a diverse team and work as a team player in a fast paced environment.
- Explain and communicate complex technical processes and terminology to a non-technical audience
- Seeks customer feedback to adapt and meet customer expectations and deliverables.
- Excellent organizational / time management skills.
- Ability to troubleshoot customers' problems by phone, video or in person.
Must Haves:
- Windows Troubleshooting
- Help Desk / Desktop support
- Basic networking knowledge
Formal Training/Education:
- Associate degree or equivalent experience / certifications
Experience:
- IT experience preferred not required. Technical education can substitute