Technical Helpdesk Specialist - Level 2
Contract: 3-months with possible extension The Service Desk Consultant I role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document and resolve requests
Strategy & Planning
- Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs)
- Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.
Operational Management
- Field incoming requests from end-users via phone, e-mail and in person in a courteous, professional manner.
- Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
- Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
- Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to Service Desk requests.
- Meet all Service Level Objectives (SLOs).
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Formal Education & Certification
- Certifications: MCP, A+, Network+, Security+ (preferred but not required).
Knowledge & Experience
- Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners.
- Experience with Microsoft Windows operating systems.
- Application support experience with Microsoft Office.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Personal Attributes
- Ability to conduct research on a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- 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.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Work Conditions
- Occasional evening and weekend support required.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.