Help Desk Support Specialist

Cynet Systems•Atlanta, GA

14h

About The Position

Under broad supervision, the Help Desk Support Specialist assists computer system users by answering questions and resolving computer problems in person, by telephone or email, and from remote locations. Reporting to the IT Client Services Manager, the role is part of the IT Infrastructure Team, which identifies, plans, designs, delivers, operates, and controls Tier I and Tier II services. The specialist provisions, configures, installs, operates, documents, maintains, monitors, and reports on systems hardware, software, and related infrastructure performance. The role provides ongoing operational and user assistance, application support, and on-call application support; responds to internal and external concerns remotely and at users’ desks; and may assist with administrative duties and business process automation. The specialist receives additional training as needed to gain proficiency across the unit’s areas of work.

Requirements

High school diploma or GED and 2–3 years of experience handling client inquiries and issues or providing technical information; alternatively, the qualifications section lists a high school diploma or GED and 2+ years of software or hardware customer support or technical assistance, or 2+ years at an equivalent Help Desk Support Specialist level.
Strong interpersonal, oral, and written communication skills.
Strong problem-solving skills.
Technical competence and knowledge of systems management, development, implementation methods, and infrastructure.
Experience designing, installing, and supporting workstations and enterprise IT systems, including Windows Server 2008–2012, Windows workstations, LAN, VPN, Office 365 E5, Microsoft SharePoint, Active Directory, VoIP, and business and custom applications.
Experience installing and supporting one or more recent Microsoft enterprise-level products, such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, the System Center suite, or SharePoint 2010 or newer.
For the alternate qualification path: a vocational/technical degree in computer applications, computer technology, or a closely related area from an accredited college and 1+ years of experience providing software or hardware customer support.

Nice To Haves

Bachelor’s degree from an accredited college or university in a computer-related field, such as Computer Information Systems or Computer Science.
Experience imaging Dell machines running Windows 10 and managing inventory.
Experience working in an ITIL Service Management organization.
ServiceNow experience.
CCNA (Cisco Certified Network Associate) certification.

Responsibilities

Assist clients with Tier I issues and provide Tier II support for issues beyond the specialist’s subject matter expertise.
Communicate with internal employees to provide information and services that meet expectations.
Analyze information to determine the nature and extent of requirements and concerns.
May serve as a liaison between clients and technical staff in the implementation and development of business process automation.
Provide operational and user assistance for application problems, including on-call application support and assistance with application operations.
Respond to internal and external concerns remotely and through desk-side support.
Provide information and answer inquiries regarding the specific program area.
Provide online and desk-side help desk services to identify and resolve IT operational issues.
Document service procedures for resolutions.
Provide end-user support, including IT incident, problem, and request tickets, for end-user systems such as business and custom applications and devices.
Design, install, and support workstations and an enterprise IT systems environment.
Install and support Microsoft enterprise-level products.
Install printers and replace toner.
Provide KPI reports and documentation on systems and application operations using Microsoft Office.
Perform administrative duties in support of the unit as needed.
Receive additional training as required to gain proficiency and experience in all areas.