Contract: 6 month contract with possibility of extension/conversion
Shift: 40 hrs. Mon-Fri 8am-5pm
Responsibilities • Field incoming help requests from end users via both telephone and e-mail in a courteous manner. • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the Help Desk problem reporting system. • Build rapport and elicit problem details from help desk customers. • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Test fixes to ensure problem has been adequately resolved. • Perform post-resolution follow-ups to help requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Utilize help sheets and frequently asked questions lists for end users.
Position Requirements • Knowledge of basic computer hardware. • Experience with desktop and server operating systems, including Windows operating systems. • Working knowledge of a range of diagnostic utilities. • Good understanding of the organization's goals and objectives. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language. • Highly self motivated and directed. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Experience working in a team-oriented, collaborative environment.