Information Technology Specialist (Help Desk) (49835)
About The Position
The Information Technology Specialist provides a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. Additionally, this position will manage and support various desktop service offerings to QCH and QWC and have the ability to perform advanced root-cause analysis and corrective action planning related to the installation and repair of computer equipment and peripheral equipment. Specific duties and day-to-day tasks of the Information Technology Specialist are prompted by assignments, and by requirements to fulfill responsibilities established by the Supervisor. These duties include, but are not limited to, the following:
Requirements
- High School Diploma or GED equivalent.
- Prior telecommunications help desk or technical support experience.
- At least one (1) year of information technology experience working in a help desk setting
- Knowledge of company products, services, policies, and procedures; telecommunications products and services.
- Knowledge of computer hardware and break/fix skills.
- Knowledge of internet protocols, programs, and common issues.
- Knowledge of Microsoft products (clients and systems) and current antivirus and security products.
- Knowledge of all common email clients and web browsers, TCP/IP networking.
- Skills in providing held desk support, problem solving, and various forms (service orders and trouble tickets).
- Demonstrated skill in oral and written communication.
- Ability to work independently and within a team.
- Ability to pay close attention to detail.
- Must pass criminal background investigation, reference inquiry; and drug test (including marijuana).
Nice To Haves
- A+ and Network+ Certified or equivalent Microsoft Certification preferred. Education and experience may substitute year for year in related field.
- Associates degree or program certification degree in Computer Science, management information systems, or a related field is preferred.
- 3 years of information technology experience working in a help desk setting.
- Completion of ITIL Certification (foundations).
- MCTS/MCP Microsoft Certified Technology Specialist or Microsoft Certified Professional.
Responsibilities
- Provides first line support for information technology issues and problems.
- Provides in person and remote assistance using phone, email, and remote support.
- Documents procedures for the installation and maintenance of desktop hardware and software.
- Has a passion for computers and technology.
- Creates new clone images to support accurate mix of PC desktops to be deployed.
- Performs advanced troubleshooting and diagnostics in order to accurately determine root cause.
- Must be willing to learn new technologies.
- Provides training to end users.
- Occasionally works in the field, either face to face with the customer or at one of our central offices.
- Utilizes technical knowledge to analyze problems, run reports, logs and documents trends and collaborates with various teams in application groups to identify root cause of issues.
- Documents corrective action plans and oversees their execution.
- Responds to service tickets assigned in a timely manner and records activity in Service Desk system.
- Dispatches and schedules help desk support as required.
- Orders tools and supplies to ensure the IT lab is properly equipped for efficient usage.
- Researches and recommends use of standard equipment and peripherals throughout Quinault’s technology infrastructure.
- Assists and serves as a secondary support to the IT Manager.
- Adhere to all QCH and QWC Policies and Procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
