HDI IT Support Specialist

This an entry level position in the Information Technology department. Under the supervision and direction of the Senior Director of Enterprise Systems and Technology, you will be assisting and supporting the I.T. department with back-end day-to-day operations and to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user Helpdesk support requests.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

KEY TRAITS AND CHARACTERISTICS:

• Able to focus on the big picture while being passionate about every minute detail
• An excellent communicator and motivator comfortable working with cross-functional teams
• A true Problem Solver – can think holistically and present scenarios to solve the problem at hand
• Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary
• Ability to meet multiple deadlines, prioritize work and keep projects moving forward.

KEY RESPONSIBILITIES:

• Provides front line support by fielding incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Provide email and telephone support to internal and external clients
• Utilize help desk software to keep an accurate account of tasks
• Document steps taken and resolution for assigned tickets
• Work with a variety of users to assist with issue identification, troubleshooting, and resolution.
• Build and develop working relationships with clients
• Communicate effectively with peers, management, and clients
• Build rapport and elicit problem details from help desk customers.
• Identifies, diagnoses, and resolves level one problems for users of the ERP, p.c. software and hardware, company LAN and WAN, VPN, the Internet, and new computer technology; communicates solutions to end-users.
• Prioritize and schedule problems resolutions. Escalate problems (when required) to the appropriate next level.
• Use internal ticketing software to document, record, track, and monitor Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target within the internal ticketing software.
• 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.
• Provide problem determination and support to specific systems using documented procedures and available tools.
• Perform hands-on fixes at the desktop level, including installing and upgrading software.
• Performing preventative maintenance, including checking and cleaning of workstations, pc’s, laptops, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-up to help requests.
• Provides one-on-one end-user problem resolution for company approved p.c. software
• Receives, delivers, tags, sets up, and assists in the configuration of end-user p.c. desktop hardware, software and peripherals.
• Creates and configures user ERP, e-mail, Active Directory etc. profiles and accounts
• Coordinates timely repair of p.c. computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Install, support and maintain software.
• Provide daily reporting of pending issues and high priority incidents.
• Create and update knowledge base articles.
• Assist in project implementations, testing and documentation.
• Monitor system notification alerts and take appropriate and timely action.
• Other tasks as…