The Help Desk Analyst/Technical Support Specialist provides user support and customer service on company supported computer applications and hardware platforms. Troubleshoots problems and advises on the appropriate action.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Responds to requests for technical assistance in person, via phone, electronically.
•Diagnoses and resolves technical hardware and software issues.
•Researches questions using available information resources.
•Advises user on appropriate action.
•Follows standard help desk procedures.
•Logs all help desk interactions.
•Administers help desk software.
•Redirects problems to appropriate resource.
•Identifies and escalates situations requiring urgent attention.
•Tracks and routes problems and requests and documents resolutions.
•Prepares activity reports.
•Stays current with system information, changes and updates.
•Performs other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: An undergraduate degree with a technical major such as Computer Science preferred but not required. 3-5 years of experience working as a help desk analyst/technical support specialist required.
SKILLS AND ABILITIES: Ability to: work from designated office for collaborative/interactive fulfillment of duties; concentrate in an open-office environment; appropriately and directly interact with other staff members and/or outside associates; perform telephone and/or computer work for extended periods of time; operate office equipment such as computer, telephone, and copy/scan/fax machine; attend and participate in meetings via phone, computer, or in person.
•Working knowledge of fundamental operations of relevant software, hardware and other equipment.
•Knowledge of relevant call tracking & helpdesk applications.
•Working knowledge of Windows XP/7, Office, VPN, Intranet.
•Knowledge and experience of customer service practices.
•Related experience and training in Microsoft Windows environments.
•Excellent oral and written communication skills including grammar, voice and diction.
•Customer service orientation.
•Problem analysis and problem solving.
•Planning and organizing.
•Attention to detail.
•Stress tolerance and flexibility with schedule.
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