Help Desk Specialist

Moses/Weitzman Health System

12d•Onsite

About The Position

This is a temporary position to cover a 4-8 week leave. The Help Desk Specialist will receive, prioritize, document, and actively resolve end-user help requests. This role involves working one-on-one with end-users in-person, providing hands-on help at the desktop level, and fielding incoming help requests via telephone and email in a courteous manner. The specialist will document all pertinent end-user identification information, build rapport, elicit problem details, and prioritize and schedule problems, escalating when necessary. Responsibilities include recording and tracking the problem-solving process, applying diagnostic utilities, accessing online resources for resolution, and identifying supported software and hardware. Hands-on tasks include installing and upgrading software and hardware, implementing backups, configuring systems, installing anti-virus software, performing preventative maintenance, testing fixes, and conducting post-resolution follow-ups. The role also involves evaluating resolutions, analyzing trends to prevent future problems, and developing help sheets and FAQs.

Requirements

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

Nice To Haves

Associates degree preferred
Certifications include MCP, A+, Network +

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