Help Desk Specialist

About the role

• Reporting to the Client Services Manager, the consultant will learn and assist on the Service Desk call center, learn current business processes, how to resolve calls and utilize the Service Desk application.
• Throughout this process they will document the procedures and protocols they learn thereby creating standard documentation and enhancing our current roster.
• They may be asked to provide second tier support to end users for PC, server and/or mainframe applications and hardware; interacts with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems; performs restorative and maintenance actions; simulates or recreates user problems to resolve operating difficulties; recommends systems modifications to reduce user problems; provides exemplary customer service.

Responsibilities

• Respond to end user issues involving computer hardware and/or software via inbound and outbound Service Desk calls.
• Diagnose and troubleshoot software, network connections/devices, and hardware failures.
• May interact with network services, software systems and applications development.
• 2. Provide end user desktop support
• Install and update computer application software as needed
• Setup, configure, and troubleshoot notebooks for the shared pool
• Install local and network attached printers and other peripheral devices
• Provides technical support to Network, Telecom and Infrastructure administrators, as warranted
• Reset AD and email passwords
• Follow-up with customers to ensure issues have been resolved.
• Ensure that issues are managed and resolved in a timely and professional manner.
• Ensure all computers, notebooks, and devices meet the Commonwealth's requirements.
• Manage the load distribution of computer notebooks, projectors and other devices.
• Assist other office locations with technology based issues as needed
• Participate in collaborative technology team efforts
• Take obsolete equipment out of service and record asset disposal using established systems.
• Support cellular devices as needed
• Liaise with other IT teams to troubleshoot any current integrated technology issues.
• Participate in Secretariat wide initiatives
• Attend meetings and seminars to support the overall direction of the IT office
• Serve as backup for other staff members in a mutually supportive team work environment and respond to system failure and maintenance emergencies.

Qualifications

• At least (A) two to three years of full time, or equivalent part time, professional relevant experience required, of which (B) at least two years must have been in work in which the major duties included progressively responsible experience performing personal computer, peripheral, and software user support, set up, configuration, installation, upgrading, troubleshooting, maintenance, and repair in a customer service oriented, Windows based multi-location networked environment required, or (C) Bachelor's degree with at least two years of relevant experience.
• A+ Certification

Preferred

• Apple Certified Support Professional (ACSP)
• Apple Certified Technical Coordinator
• Network+ Certification
• MCSA, Windows Server
• MCITP: Enterprise Desktop Administrator

Qualifications & Requirements

• 2. Provide end user desktop support
• Reset AD and email passwords

Additional Information

All your information will be kept confidential according to EEO guidelines.