Help Desk Support Specialist

• Field incoming requests from end users via 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. Research and assist in installing new systems.
• 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 software and configure equipment.
• Perform 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.
• Comply with all agency policies and procedures.

This is an excellent opportunity for a customer service-oriented, motivated, entry level candidate to learn, grow and gain experience in a professional, corporate setting!, * Associate’s degree in computer science, or a High School Diploma and 4 years’ experience in an office environment.

• Knowledge of basic computer hardware and software.
• Experience with desktop and server operating systems and applications, primarily Microsoft Windows 10 and Microsoft Office.
• Exceptional written and oral communication and documentation skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly., * High school or equivalent (Required)

Experience:

• Customer service/end user support: 1 year (Required)
• Information Technology support: 1 year (Preferred)

This local non-profit employer offers:

• A schedule of 8:00am - 4:30pm, Mon - Fri
• A pay rate of $17/hr.
• Great benefits, once hired on!, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Can you immediately work (on-site and NOT remotely) as a W-2 employee without needing U.S. work visa sponsorship in the future?
• Do you understand that this is a Contract to Hire position?