Help Desk Specialist

This Help Desk Specialist will provide I. T. support to the enterprise customers. The IT Specialist is responsible for remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution. This Help Desk Specialist must become familiar with proprietary applications, Microsoft Office 2016/o365 and Windows 10 platform. Also, the Help Desk Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets.

The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, amazing telephone etiquette and a focus on providing outstanding customer service.

• Provide OPTIMAL customer support to all end-users to include top level senior executives and colleagues.
• Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
• Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows
  10 platform.
• Excute account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
• Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
• Offer I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.
• Work independently and with team; convey technical information to non-technical customers.
• Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.