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Ensure all end users are receiving the appropriate assistance with their PC needs. Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
ESSENTIAL FUNCTIONS:
- Manage the processing of requests to the Help Desk via phone calls and email to ensure courteous, timely, and effective resolution to request.
- Design and enforce Help Desk policies and procedures including training guidelines.
- Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
SPECIFIC JOB KNOWLEDGE, SKILL and ABILITY:
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Ability to effectively prioritize and execute tasks.
- Exceptional written and oral communication skills.
- Must be customer service orientated.
QUALIFICATION STANDARDS:
Associate degree in IT or similar discipline with two (2) years of related experience, or, four (4) years of related experience including supervision.
Physical Requirements
General Expectations
Devote himself/herself to insuring satisfaction to customers.
Determine management, production and quality requirements by asking questions and listening.
Attend company meetings as required.
Maintain a follow-up system that encourages follow through with assigned projects.
Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
Understand the terminology of the business and keep abreast of technology changes in products and services.
Know and understand the federal, state and local requirements which govern the company’s business.
Follow lawful directions from supervisors.
Understand and follow work rules and procedures.
Participate in performance management.
Interact well with others and be a positive influence on employee morale.
Uphold the company’s non-disclosure and confidentiality policies and agreements.
Work evening, weekend and holiday work hours as required.
