IT Helpdesk Specialist

Duties and responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform onsite tasks and projects, as well as performing remote work.
• Respond to Incidents either in person, email, via remote desktop or over the phone.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services to end users.
• Record Incidents and their resolution in ITSM system.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Ability to write clear instructions and create Knowledge Articles.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.

Qualifications

Education

• Associates Degree and/or minimum 3 years of computer support in a customer facing role.

Experience/Training

• Proven experience as an IT help desk technician or other customer support role
• Excellent understanding of computer systems, mobile devices and other tech products
• Working knowledge of office automation products, such as scanners, printers, faxing, etc.
• Experience with desktop imaging applications such as SCCM
• Familiarity with the principles of ITIL including Incident Management, Problem Management, Knowledge Management and a Service Catalog
• Experience with Help Desk and ITSM applications
• Customer-oriented

Professional Certification/License

• CompTIA A certification preferred
• ITIL certification a plus

Skills and Abilities

• Solid relationship management and performance management skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Team-oriented and skilled in working within a collaborative environment

Working Conditions

Work is performed in a professional office environment with no unusual hazards. There may be some travel with overnight stays. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Lifting up to 40 pounds required occasionally.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.