Job Summary
Ensures proper computer operations for end users to accomplish business tasks. Resolves escalated end user help requests within established procedures. Provides support through coordinating computer moves, add-ons, changes, software upgrades and configuration enhancements.
Management Scope
Management Scope: May supervise and/or lead activities of IT Support Specialist I/II; leads helpdesk and desktop teams on medium and high priority projects.
Education, Experience and Training
Education and experience equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems, industry-specific computer software including application support experience with Microsoft Office 365 and mainstream web browsers. Industry related certifications preferred.
Special Requirements/Knowledge, Skills & Abilities
• May require working evenings and weekends, sometimes with little advanced notice. • Rotating off hours and on-call support. • Working knowledge of a range of diagnostic utilities, including remote access, ipconfig, trace route, and virus/malware utilities and removal tools. • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. • Strong documentation skills. • Advanced knowledge of Microsoft Windows 10 operating systems and the Microsoft Office 365 suite of products. • Knowledge of advanced computer hardware, including desktops, laptops and mobile devices. • Maintain up-to-date knowledge of IT operating procedures and standards as well as changing technologies; willing to accept future training and certification. • Ability to conduct research into a wide range of computing issues is required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly, business-friendly and technical language. • Highly self-motivated and directed. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Experience working in a team-oriented, collaborative environment. • Excellent interpersonal and organizational skills with ability to lead and supervise. • Ability to serve as a liaison with developers, project managers and cross-functional teams. • Strong analytical and problem-solving skills. • Excellent time management skills with a proven ability to meet deadlines. • Proficient with Microsoft Office Suite or related software.
Physical/Environmental Requirements
Physical requirements include occasional lifting/carrying of 5-10 lbs.; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate computer keyboard and basic office equipment. Subject to handling, walking, sitting, standing, bending and reaching to perform the essential functions.
Job Responsibilities
Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken to final resolution. Maintains equipment inventory; creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary.
Leads and assists in providing support to level I and II when request volumes are high. Communicates potential or real customer satisfaction issues to managers and IT team members.
Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Evaluates documented resolutions and analyzes trends to prevent future problems. Notifies management of emerging trends. Assists with software releases and rollouts according to change management best practices.
Performs hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs anti-virus software and ensures virus definitions are up to date. Performs tests to ensure problem has been adequately resolved.
Performs post-resolution follow up with technicians as required. Develops help sheets and FAQ list for end users. Reinforces SLAs to manage end-user expectations.
Performs other duties as assigned.