Help Desk Specialist

General Description:

The Help Desk Specialist role is to provide help desk support services to all end users (faculty/staff/students). This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the desktop, laptop, tablet and/or printer level.

Characteristics, Duties and Responsibilities:

• Provides help desk services and support to all desktops, laptops, tablets and printers.
• Fields incoming help requests from end users via telephone, e-mail and ticketing software in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds trust and elicits problem details from help desk customers.
• Extreme focus on high level of customer support is a must.
• Prioritizes and schedules problems. Escalate problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents 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.
• References software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the college and Information Technology department.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Contact and work with vendors to ensure hardware repairs are reported and repair work is completed satisfactorily.
• Updates and maintains spreadsheet of computer inventory.
• Installs anti-virus software.
• Perform preventative maintenance, including inspecting and cleaning of workstations, printers, and peripherals.
• Tests fixes to ensure problem has been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Evaluates documented resolutions and analyzes trends to identify procedures to prevent future problems.
• Creates help sheets and frequently asked questions lists for end users.
• Provides support for special events around the college that may require technology and provides technical assistance at college board meetings.
• Facilitates the proper use of employees' computers and student computer lab facilities.
• Performs shift coverage to facilitate helpdesk operations, such as coverage for coworker vacation/sick time, transfer-of-operation to next shift, weekend/summer schedule shift coverage and other emergencies.
• Performs other duties as assigned

Education Requirements:

Associate's Degree in Computer Science or related field experience required

Experience:

• Minimum two years' experience with personal computer applications preferred.
• Minimum two years' experience in hardware diagnosis and repair preferred.
• Minimum two years' experience with applications in a Windows environment preferred.
• Minimum two years working in a computer assistance role preferred.

Competencies and Skills Required:

• Minimum two years' experience with personal computer applications preferred.
• Minimum two years' experience in hardware diagnosis and repair preferred.
• Minimum two years' experience with applications in a Windows environment preferred.
• Minimum two years working in a computer assistance role preferred.

Physical Demands and Work Environment:

• This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
• Some physical effort required; however, the employee must occasionally lift and/or move up to 40 pounds.
• No or very limited exposure to physical risk.
• Some travel required.