The Help Desk Specialist’ role is to ensure proper computer operation so that end users can accomplish business tasks. The position is based in Austin.
Specific Responsibilities
• Provide excellent customer service to all customers
• Field incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
• Document all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.
• Record, track, and document the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
• 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 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 help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Identify and escalate critical incidents
• Participate in a afterhours on-call rotation
Required Skills
• 3+ Years supporting Microsoft AD
• 3+ Years’ Experience with desktop and server operating systems, including Windows XP & Windows 7, Windows 2003, Windows 2008
• 3+Years supporting Office 2010 & Office 2013
• 3+ Years’ Experience supporting Exchange 2010
• Extensive application support experience with Citrix
• Working knowledge of Symantec Ghost.
• Ability to work in a team environment.
• Maintain fax machines, printers, scanners and other networked business machines.
• Exceptional written and oral communication skills.
• Experience supporting multiple models of Mobile Devices and supporting Mobile Device Management (MDM)
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Experience supporting VOIP telecom devices
• Basic knowledge of switches and network devices
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
Required Experience
• Bachelor’s degree.
• 2 years of related work experience.
• MCP or MCDST
• ITIL foundation certification strongly desired
