Temporary IT Help Desk Technician

Apply by eMail:do_not_reply@invalidemail.com

Description:
Position Summary
 
The Help Desk Technician’s role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s computer applications, systems, desktops and peripherals. This includes installing, configuring, diagnosing, repairing, maintaining, and upgrading all hardware and related software while ensuring optimal workstation performance. The Help Desk Technician performs basic system administrative functions. This individual provides quality support to users, employing a high degree of customer service, technical expertise, and timeliness. Provides first-level assistance for defined problems; escalates trouble tickets as necessary to higher level staff. Has frequent interactions with customers; therefore, must be effective in interpersonal communication and problem solving. The Help Desk Technician follows through on resolution with users and adheres to established standards in resolving problems.
 
Essential Job Functions
 
Field incoming help requests from end-users via telephone, e-mail, and walk-bys.
Document all pertinent end-user identification information and nature of the problem via the problem tracking system. All telephone requests must be logged immediately. All other requests must be logged by close of business on the day that it occurred.
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. All requests are to be closed by close of business on the day resolved.
Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required help desk service levels.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Access software updates, drivers, knowledge bases, and frequently asked questions resources located in-house and on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure problem has been adequately resolved.
Recommend, schedule, and perform PC, hardware equipment improvements, upgrades and repairs.
Administer and maintain end user accounts, permissions, and access rights.
Participate in the design, construction, and implementation of corporate intranets.
Maintain an inventory of all desktop hardware and software.
Work with other IT staff on support resolution and system implementation.
Conduct research on computer products in support of PC procurement and development efforts.
Evaluate and recommend hardware and software products for purchase.
Provide weekly status reports on requests, tickets and projects.
Manage project responsibilities by completing tasks on time as well as preparing appropriate project documentation.
Perform daily job function as listed on the help desk schedule.
Attend daily production meetings while on-call and keep apprised of database trouble tickets and change requests in preparation for the meeting.
Adhere to departmental policies for reporting and managing requests and change control.
Assist in special product-related issues as required.
 
Education/Certifications
 
Bachelor’s degree or technical training in Computer Science, Information Systems Management and/or three (3) years of equivalent work experience
Dell certification preferred
 
Experience/Minimum Requirements
 
Three (3) to seven (7) years of experience in computer systems or IT support preferred
 
Other Skills/Abilities
 
Excellent customer service and interpersonal skills; telephone etiquette
Ability to use customer service standards and follow guidelines, as well as to help others interpret policy
Thorough understanding of ACD system and trouble ticket process
Excellent problem solving and organizational skills
Strong oral and written communication skills (technical and non-technical)
Working technical knowledge of current systems software and operating systems
Ability to maintain a high level of client trust and confidence in the group’s knowledge of concern for client’s needs
Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards
Experience working in a team-oriented, collaborative environment
Understanding of the organization’s goals and objectives
Broad range of network, and desktop knowledge is highly desirable, including experience in:
Network – routers, hubs, Ethernet, TCP/IP
OS/Applications – MS Windows XP Professional
Desktop – MS Office 2003, MS Exchange, MS Sharepoint, SMS, Active Directory, J.D. Edwards OneWorld

Apply by eMail:do_not_reply@invalidemail.com

Job Created: Tue Sep 22 2009 05:34:07 AM
Last Modified: Sun Nov 22 2009 05:36:49 AM