Help Desk Support Specialist

Profile

Provides telephone and computer support to users. Logs and prioritizes calls, tracks technicians, and provides reports as required regarding compliance with Service Level Agreements (SLAs). Customer service and communication skills are necessary. Must have knowledge of PC operating systems (e.g. Windows XP, Windows 7/8), and networking and email standards. Support includes specific portions of configuration, quality, data, engineering data, and deficiency management tasks in support of an Enterprise System. Under general supervision, edits and rewrites documents for grammatical, syntactical, and usage errors; spelling; punctuation; and adherence to standards, including consistency, format, and presentation. Proofreads documentation and graphics for accuracy and adherence to original content, provides quality control checking for documents received from photocopying and word processing; assembles master copies, including graphics, appendices, table of contents, and title pages, assists in scheduling printing, copying, and graphics with vendors.
Responsibilities/Duties:
Works closely with internal management on various operational issues and projects daily
Uses comprehensive subject matter expertise, influence and process skills to help stakeholders identify and meet their program needs
Effectively communicates in meetings, email and discussions
Technical back ground in computer hardware support and repair.
Experience supporting the following hardware. PC, laptop, laser printer, servers and associated infrastructure
Have proven experience in network configuration and support in TCP/IP, DHCP, WINS and DNS
Technical experience supporting and implementing the following operating systems and software: Windows XP, Windows 7/8, and Microsoft Office suite
Proven knowledge of support techniques and logical analysis of complicated problems and systems
First and second level helpdesk experience
Proven customers service skills and satisfaction supporting customers in call center environment
Ability to work in a team environment to meet critical deadlines.
Communication skills both verbal and written
Experience training customers on internal applications such as Microsoft Office
Job Requirements :
Bachelor's Degree
5-7 Years Experience
Works closely with Manager to ensure project milestones are met
Able to adapt to change
Ensures that quality is #1 in support being provided
Interfaces well with Professional Service staff and other technical members
Demonstrates aptitude for learning new technologies
Knowledge relating to the area in which analysis and support is performed
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