Brief Description: Ensures proper computer operations for end users to accomplish business tasks.
Resolves escalated end user help requests within established procedures.
Provides support through coordinating computer moves, add-ons, changes, software upgrades, and configuration enhancements.
Management Scope: May supervise and/or lead activities of IT Support Specialist I/II; leads helpdesk and desktop teams on medium and high priority projects.
Detailed Description: Records, tracks, and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken to final resolution.Maintains equipment inventory; creates and maintains technical documentation.Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary.Leads and assists in providing support to level I and II when request volumes are high.Communicates potential or real customer satisfaction issues to managers and IT team members.Applies diagnostic utilities to aid in troubleshooting.Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.Evaluates documented resolutions and analyzes trends to prevent future problems.Notifies management of emerging trends.Assists with software releases and rollouts according to change management best practices.Performs hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Installs anti-virus software and ensures virus definitions are up to date.Performs tests to ensure problems have been adequately resolved.Performs post-resolution follow-up with technicians as required.Develops help sheets and FAQ lists for end users.Reinforces SLAs to manage end-user expectations.Performs other duties as assigned.Job Requirements: Education, Experience and Training: Education and experience equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems, industry-specific computer software including application support experience with Microsoft Office 365 and mainstream web browsers.
Industry-related certifications preferred.
Special Requirements/Knowledge, Skills & Abilities: May require working evenings and weekends, sometimes with little advanced notice.
Rotating off hours and on-call support.
Working knowledge of a range of diagnostic utilities, including remote access, ipconfig, trace route, and virus/malware utilities and removal tools.
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
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