Help Desk Representative II

Calista Corporation•Huntsville, AL

2d•Onsite

About The Position

The Help Desk Representative II is responsible for first level and second level support for all Yulista software and hardware. This position provides effective diagnostic evaluation of end-user Customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves technical problems, timely response to telephone calls, Yulista ticket submissions, email and personnel requests for technical support. The position also requires accurate documentation, tracking, and monitoring of problems to ensure a timely resolution. This team may also be called upon to deliver technical training and support needs for Yulista personnel and partners with telephone or ticket-based help desk activities. Support and demonstration of the Yulista values and expectations for customer support and satisfaction are the fundamental to this team.

Requirements

Provide quality service to internal Yulista user base and external customers in all assigned tasks
Strong computer literacy skills with an emphasis on software knowledge, installations, configurations and troubleshooting in a predominantly Microsoft environment.
Ability to multitask in a fast-paced environment.
Complete tasks with a sense of urgency and ownership.
Maintain a positive attitude and provide excellent customer service for the Yulista user base
Excellent telephone presence and task follow up skills
Document tickets, standard operating procedures, and training (internal and external)
Writes or revises user-training manuals and procedures
Ability to be proactive and able to take direction and establish ownership of projects/tasks
Excellent verbal and written communication skills
Strong customer focus and a service-oriented attitude
AS/BS Degree in a technology discipline or 4+ years of experience in IT support
Prior help desk experience
Strong verbal, written and interpersonal communication skills
Ability to work independently as well as cooperatively in a team-oriented environment
Ability to successfully interact with all levels of management, other IT professionals, and end-users
Strong analytic and problem-solving skills
Open and responsive to change and demonstrates a commitment to the process of continuous imrovement by identifying and responding actively and with sensitivity to the needs of all customers

Nice To Haves

CompTIA A+ and/or Network + certifications desired

Responsibilities

Support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.
Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
Receives telephone calls, tickets and emails from users having problems using computer software and/or hardware or inquiring how to use specific software, printing, email, or other computer applications/capabilities
Ascertains from end users the nature of problem, determines whether problem is caused by computer hardware, printer, cables, or network. Formulate diagnosis and assists users through problem solving steps
Identify trends in the Yulista ticket system and help desk support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity
Reclaims hardware from departing employees and performs data retention in accordance with Yulista information security best practices and prepares the hardware for future use
Performs computer imaging, configuration, preparation, and delivery of hardware to user base
Assist the Yulista user base by performing computer program installation and troubleshooting assistance as required
Effectively communicate the ideas, expectations, and goals while working with end users to achieve desired results