Help Desk Specialist

The Help Specialist is responsible for the daily triage and maintenance of hardware, peripherals, and productivity application issues. This role serves as the Tier-1 and first-level point-of-contact for the end user community. Help Desk Analysts manage daily support incidents and support hardware, software and telephone problems.

MAJOR DUTIES AND RESPONSIBILITIES:

Workplace Computers and Equipment

• Provide first tier (Tier-1) support for user problems relating to hardware and software issues for local and remote users

o A Tier 1 task is usually one that could be completed or solved by a front-line support person (Help desk or local support). Tasks at this level may be completed without high levels of system access, and problems at this level may usually be easily replicated and solved through the use of support tools or available documentation.

o Setup equipment and access (including network and pertinent application access) for employee use, performing proper installation of hardware (including printing and faxing), operating systems and application software

o Inspect employee equipment and software periodically for adequate functionality including patches and updates

o Complete on a timely-basis employee activations and deactivations and document the changes

o Diagnose and repair reported problems, which includes documentation of all pertinent end-user information and nature of problem or issue as well as resolution status and process

o Modify configurations, utilities, software default settings for local workstations (including laptops) and thin client devices. Perform timely workstation hardware and software upgrades as required

o Install, test, and configure new workstations, peripheral equipment (phones, printers, faxes) and software

o Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images and software

o Route and escalate non-Tier1 issues to respective responsible parties, conduct periodic follow-up and maintain resolution status

• Utilize and maintain the helpdesk tracking software for all issue reported to the helpdesk, regardless of reporting mechanism.

o Log, track, document and resolve incoming requests using the help desk software solution

o Maintain detailed and accurate call/ticket logs/reports and trouble tickets within helpdesk software and ensure accuracy of ticketing daily

o Maintain agreed upon first call resolution rate

• Maintain inventory of all equipment, software and software licenses

Compliance, Policies and Procedures

• Strict adherence to defined Helpdesk policies and procedures

Professionalism

• Provide helpdesk support and resolve problems to the end user's satisfaction

o Monitor and respond quickly and effectively to requests received through the IT helpdesk

o Maintain agreed upon quarterly satisfaction rating

Teamwork

• Assist with internal physical moves, PC, telephone etc.
• Participate in "off-hours" , weekend and on-call support on a rotation basis

Other duties as assigned

SKILLS AND ABILITIES:

• Microsoft Office
• Microsoft windows OS (XP, 2003, Vista, 7, 2008)
• Microsoft Networking (Printer Management, File Share management, Active Directory, IIS, IE, DHCP, DNS)
• Basic networking skills
• Building and cloning of end user workstations and laptops
• Remote control technologies
• End user support for Microsoft Exchange
• Phone System and PBX
• Strong computer skills
• Ability to work independently
• Knowledge of privacy regulations and ability to maintain patient privacy in daily role
• Ability to work independently in a timely, organized, methodical manner
• Task oriented

EDUCATION AND/OR EXPERIENCE:

• A+, MCP

WORKING CONDITIONS/PHYSICAL DEMANDS:

Work is typically performed in an office environment.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.