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HELP DESK SUPPORT SPECIALIST
Requisition #: 22742
Department: CLIENT SERVICES
Schedule: Full Time
Shift: Days
Hours: 8/80
Hours Per Pay Period: 80
Overtime Option: 40 Plan
Job Details:

  • Purpose of Job: 

    Under general supervision, provides Level II (field) support to end-users for PCs, hardware, software and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties.


    Recommends system modifications and process improvements to reduce user problems and increase user productivity.


    Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Help Desk Support Service Specialist or Client Services Manager.  

     

    Essential Duties:

    a)       Answer all calls promptly and within a specific time line to ensure a high level of service availability to the customer. 

    b)      Provide Level I and Level II support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support. 

    c)       Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.

    d)       Understand and maintain a working knowledge of Windows based software applications.

    e)        Participate in 24 hour on call and Tech On-Call pager coverage. Respond to pages. 

    f)         Exhibit strong customer service.

    g)       Perform additional duties as required.

    h)    Document installation instructions and troubleshooting steps.

    i)     Transporting equipment using Sparrow services and/or associate's own vehicle.

     

    Working Conditions:

    a)       Primary work environment is at the local site with required travel for client support, vendor meetings and system training.  Local and long distance travel required.

    b)       Physical activity includes sitting for long periods of time while performing primary job functions.  The lifting of boxes and/or computer equipment is required.

    c)       Mental activity consists of frequent detailed task performance, subjected to interruptions and changing work priorities

    d)       Visual activity requires ability to look at a computer screen for long periods of time. CRT/LCD exposure.

    e)       Office, computer room and healthcare environments.

    f)        Requires lifting up to 25 pounds.

    g)       Maintain confidential information.

    h)       On-call as needed.

    i)         Minimal exposure to latex environment

    j)         Well-kept, hygienic appearance at all times.


    Knowledge, Skills, Experience Required:

    a)       High school education or equivalent.  Associate Degree preferred.

    b)       At least one year experience in a Helpdesk Level II support role required.

    c)       A+ Certification and demonstrated skill set.

    d)       Knowledge of Operating Systems software required.

    e)       Demonstrated oral and written communication skills, problem-identification and problem-solving skills.

    f)       Strong customer service skills.

    g)       Positive, cooperative, motivated attitude.

    h)     Understanding of general networking and topology architectures.


    Preferred:

    Microsoft certifications: MCDST, MCP

    Valid drivers license and working transportation.


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