Help Desk Support Specialist

Profile

Help Desk Support Specialist

The candidate answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests from users experiencing computer related technology problems as first-level triage for users both on-site and remotely. Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error. Instructs users on the basic use of equipment, software, and manuals. Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy. Adds, deletes, and revises user names on network and all required systems, as needed. Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management. Loads specified software packages such as word processing, or spreadsheet programs into computer. Refers computer hardware problems to technical staff for correction. Updates/reloads defective or inadequate software packages to user computers. Maintains user accounts and security access on network and other systems as required. Updates and maintains departmental specific Standard Operating Procedures and software documentation. Maintains intranet phone list, as required. Complete all required training applicable to assigned position. Additional duties as requested or required. One year certificate from college or technical school in computer science or data processing is required. Should have 1+ years of relevant experience or an equivalent combination of education, training, and experience.

Additional Information

Requisition Number: HELPD001167

Company info

Weltman, Weinberg & Reis Co., LPA
965 Keynote Circle
Cleveland
Ohio
United States 44131-1829
Website : http://www.weltman.com/