Help Desk Specialist

POSITION PURPOSE: 

 Service Desk Specialists provide day-to-day support regarding a variety of issues to our internal clients. Expected duties will include supporting our in-house developed applications, client training, and technical support via phone and e-mail.   The Service Desk Support Specialist will demonstrate strong problem solving abilities and will be capable of proactively finding solutions to various problems and issues.  Candidates must possess excellent English/Spanish bilingual communication and customer service skills with a great proven track record.                                                 

SOFTWARE/HARDWARE KNOWLEDGE – PREFERRED: 

• Exchange Mail & Outlook Client
• Citrix Receiver
• Mimecast or comparable spam filtering tool
• Office 2010
• Intune or comparable MDM tool
• Sharepoint - On Premise or Cloud 
• WinMagic or comparable laptop encryption software
• Sophos or comparable Antivirus software
• Samanage or comparable Service Desk software
• MS Win  7 and 10,  MAC OSX
• Skype for Business 
• MS SSCM 2012
• Adobe Products
• Cisco VPN
• RDP & LogMein
• Docuphase/Scandocs document management system
• HP Laptops & Desktops
• Printers – Xerox, HP, Brother, Fargo
• iPhones/iPads – IOS 8 or higher 

SOFTWARE/HARDWARE KNOWLEDGE –  A BIG PLUS: 

• Citrix Xen APP
• MS Server 2016, 2012, 2008
• Solar Winds/PRTG or comparable network/enterprise monitoring tools
• Cisco IP & VPN phones
• SecurePrint – Equitrac
• Cisco Network Software & Tools 

ESSENTIAL JOB DUTIES & RESPONSIBILITIES:

• Serve as the first point of contact for all desktop/laptop/mobile hardware, software, network, telecommunications and peripheral equipment issues via phone, desktop and remote tools
• Troubleshoot and resolve software, hardware, peripheral/mobile device, network connectivity, printing, telephony and corporate application issues, soliciting assistance from Senior Service Desk Specialists  
• Perform initial program load and user-specific setup for standard desktop/laptop configurations  
• Responsible for setting up, support and maintenance of in-house computer systems, desktops, laptops, mobile devices and peripherals
• Communicate the status of problems and resolutions to customers and managers
• Log issues and resolutions in the tracking system and follow up with users to ensure problems were fixed properly.
• Ensure accurate documentation of resolution information in the Help Desk knowledge management database.
• Provide user support for Microsoft Office products including Outlook, Excel, Word, Access, PowerPoint and Visio
• Keep peers and manager informed of trends, significant problems, and unexpected delays.
• Identify client issues or problems which may require changes to procedures, standards and systems
   perform other related duties as requested
• Work in a 24X7 environment. This position requires someone who can come in early, stay late and assist on weekends as the business requires.
• Participate in an on-call rotation which requires after hours and weekend coverage
• Fluent in English / Spanish (verbal/written) with technical/IT vocabulary 

PREFERRED MINIMUM QUALIFICATIONS:

• A Certification
• Network Certification
• College degree or equivalent work experience
  • 3 years of experience in a professional work environment supporting at least 300 users in a technical support capacity (i.e. Service Desk, Call Center, or NOC)
  • Experience supporting remote users is a must
  • Superb Customer Service Skills
    • Ability to triage issues and either fix or identify accountable party
    • Extensive knowledge of PC configuration and Windows operating systems required
    • Experience with Windows Family of Operating Systems and Microsoft Office products required
    • Experience supporting remote access technologies such as VPN and Citrix preferred
    • Experience with automated application deployment a plus
    • Ability to work in a fast paced work environment
    • Superb Organization skills
    • Superb Prioritization skills
    • Experience with disk level imaging solutions
    • General knowledge of network operating systems and network topologies and protocols required
    • Some knowledge of telecommunication systems and equipment
  • Some knowledge supporting Adobe products. 
  • Strong troubleshooting and problem solving skills
  • Excellent verbal and written communications skills
  • Experience working in an environment with sensitive information 
  • Experience Assisting Senior Management members under pressure