Title- Help Desk Specialist
Location- Middletown, CT
Duration: 4+ weeks
Responsibilities:
- Receive, prioritize, document and actively resolve end user help requests
- Utilize diagnostic and help request tracking tools,
- Work one on one with end users in-person
- Provide hands-on help at the desktop level
- 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
- 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
- Install anti-virus software
- Performing 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
- Develop help sheets and frequently asked questions lists for end users
Qualifications:
- BA/BS degree in the field of computer science and/or [5] years equivalent work experience
- Certifications include MCP, A+, Network +
- Knowledge of computer hardware, including IBM compatible PC’s, all PC peripherals, and printers
- Experience with desktop and server operating systems, including Windows 2000,Windows XP, Windows 2003
- Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003
- 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
How to apply.
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