Help Desk Support Specialist

Franklin International•Columbus, OH

3d•Onsite

About The Position

Franklin International, a leading manufacturer of adhesives, coatings, and sealants is currently seeking a Help Desk Support Specialist. This position is responsible for providing initial Help Desk support for the business applications in use at Franklin.

Requirements

Associate of Science degree in Technology or equivalent experience is required.
Excellent technical, interpersonal skills, as well as good written and verbal communication skills.
A high degree of analytical and organizational skill.

Nice To Haves

Experience with PC repair and support service
Working knowledge of Windows operating systems and the MS Office Suite applications is preferred.

Responsibilities

Maintains computer, fax, and phone system functionality by responding to user calls, emails or chat requests for support in compliance with company policy.
Gives technical instructions in lay terms.
Troubleshoots, replaces, evaluates and configures devices, specialty software and unique service requests.
Enters Incident Report tickets into Helpdesk database.
Provides clear written and spoken information about a problem, issue, or event to the appropriate IS analyst for further problem resolution, if needed.
Fulfills all service level standards for response time and quality.
Ensures end users have proper software, hardware, and peripherals by implementing maintenance, upgrade and installation plans for PC replacements.
Monitors IS hardware and software inventories.
Enters hardware and software inventory data into the Helpdesk Inventory database.
Trains end users on office equipment, hardware and software, as needed.
Works with Help Desk, IS personnel and Corporate Services to co-ordinate and complete the installation of computer facilities for new hires and for office moves.
Assists management with information related to external audits of hardware, software, documentation and reporting.