Helpdesk Support Specialist

Educational Service Unit 10•Kearney, NE

1d•Onsite

About The Position

The Helpdesk Support Specialist’s role is to provide user support for support services, hardware, and other equipment. This includes taking calls and responding to ticket requests both in person and remotely, assisting other technical staff with project tasks, troubleshooting, and researching and documenting solutions. The support specialist will also provide receptionist coverage for the helpdesk and will assist other department staff with technical support when needed. Evaluate documented resolutions and analyze trends for ways to prevent future problems Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to appropriate technician when necessary 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 Record, track, and document local help desk request problem-solving, 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 or device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications 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 local helpdesk requests and review feedback provided Develop help documents for common problem resolutions including “how-to” instructions, Standard Solutions, and FAQ lists for end users Adhere to regular and dependable attendance Other duties as assigned

Requirements

Knowledge of basic computer hardware, including desktop, laptops, mobile devices, and network equipment including, switches, firewalls, and wireless systems
Experience with desktop and server operating systems, including recent Windows and MacOS versions
Extensive application support experience with office productivity suites, email, and browsers
Working knowledge of a range of diagnostic utilities, including registry, file system, disk, backup, and recovery tools
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
College diploma or university degree in the field of computer science or telecommunications and/or two years equivalent work experience
Certifications in desktop software or hardware including A+, Network+, Apple Certified Support Professional, or Microsoft Certified Technology Specialist (MCTS)

Responsibilities

Evaluate documented resolutions and analyze trends for ways to prevent future problems
Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to appropriate technician when necessary
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
Record, track, and document local help desk request problem-solving, 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 or device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
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 local helpdesk requests and review feedback provided
Develop help documents for common problem resolutions including “how-to” instructions, Standard Solutions, and FAQ lists for end users
Adhere to regular and dependable attendance
Other duties as assigned