Help Desk Specialist

Tasks are:
- Provide OPTIMAL customer support to all end-users to include top level senior executives and colleagues.
- Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
- Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.
- Excute account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
- Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
- Offer I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.
- Work independently and with team; convey technical information to non-technical customers.
- Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.

Responsibilities:
 Responds to and diagnoses problems through discussion with users.
 Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
 Supervises operation of help desk and serves as focal point for customer concerns.
 Provides support to end users on a variety of issues.
 Identifies, researches, and resolves technical problems.
 Responds to telephone calls, emails, and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution.  Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
 Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.

Education:

• Degree (Preferred)

License/Certification:

• Green card or US Citizenship (Required)
• CompTIA A+ (Required)