IT Support​/Help Desk Specialist

Position: IT Support / Help Desk Specialist
Description & Requirements

Job Description

The IT Support / Help Desk Specialist will perform basic and advanced level repair of technology equipment and related peripherals. Routine tasks will include troubleshooting, diagnosis, setup, installation of equipment, and repair of electronic equipment including computers, networking components and related peripherals. The Desktop Support Specialist is responsible for providing technical support to internal employees while ensuring day-to-day operation of desktop applications and hardware within the company.

Essential Responsibilities:

• Use appropriate knowledge bases, or relevant research, to troubleshoot and resolve various technical problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Escalate incidents and requests according to procedural documentation and training.
• Adhere to current operational processes and procedures.
• Set up equipment for employee use, ensuring proper installation of cables administered by a third party for all above groundwork, operating systems, or appropriate software.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Communicate technical information to management.

• Continue to advance technical knowledge and skill sets as they relate to internal support offerings and industry requirements.
• Other duties and responsibilities as assigned.

The Ideal Candidate Will Have Knowledge, Skills and Qualifications of :

• Technical knowledge to perform computer troubleshooting
• Technical knowledge to perform repair on printers, monitors, networks, and related peripherals.
• Understanding of Windows XP Workstation and Windows 2000 and Exchange setup and configuration
• Proficiency in Windows XP and Windows 7, MS-Office 2003 and 2007, Exchange and other desktop application environments
• Positive detailed oriented team
• Experience / knowledge of internet and local area networks
• Ability to perform basic computer maintenance
• Ability to evaluate the effectiveness of software programs
• Ability to learn new operations, set priorities and work effectively under pressure
• Ability to assist staff with computer operations and installation
• Ability to follow detailed directions and complete tasks
• Ability to work independently
• Ability to work well with others
• Ability to exercise sound judgment, including appropriate handling of confidential matters
• Ability to establish and maintain effective working relationships with staff and management

Education/Training/Experience:

• A college degree is required for some computer support specialist positions, but an associate degree or certification may be sufficient. Strong problem-solving and communication skills are essential.
• Must have a working knowledge of Windows 2000/XP, Vista, Windows 7 - DOS, Microsoft Office Suite, Microsoft Active Directory (2000, 2008 Plus)
• One - Two year experience with personal computer hardware and software configurations, installation, maintenance, and support in a LAN environment
• One - Two year experience with standard desktop and laptop applications troubleshooting and support
• One
  - Two year experience in computer security, Firewall, and VPN support

Will receive on the job training after being hired. This training can last anywhere from 1 week to 3 months, or more. Many computer support specialists, in order to keep up with changes in technology, continue to receive training throughout their careers by attending professional training programs. Voluntary certification programs are offered by a wide variety of organizations, including product vendors and training institutions, and are available across the Nation.

The constant interaction with other computer personnel and employees requires computer support specialists to communicate effectively via-email, over the phone, or in person. Strong writing skills are useful in writing e-mail responses.

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