Help Desk Support Specialist

Job Description

Responsibilities
:
Assist in the management and maintenance of IT infrastructure solutions for Cornerstone and Corporate Clients.

Work with a team to support, maintain, develop, and implement solutions at client sites and work effectively with other Cornerstone, client, and outside resources for successful project delivery within schedule, budget, and quality requirements. Assist in the development and implementation of procedures necessary to ensure implementations and environments operate at peak efficiency. Work with Clients, Sales, Support and Development groups to ensure solutions meet reliability, security and functional requirements.

Collaborate with appropriate staff to ensure quality customer documentation.

• Client Operations Support:
  Obtain and retain consistent, loyal clients through proactive and outstanding customer service and communication, while showing initiative and creative problem solving skills by:
  • Accepting initial calls/tickets from clients and managing Cornerstone’s help desk system to provide rapid assessment, troubleshooting, and resolution of client network/application issues with little or no support from client or Cornerstone resources within defined time frames per Cornerstone Service Level Agreement commitments.
  • Serving as point of contact for partner help desk escalations
  • Proactive identification of current and potential client issues:
    • Backup anomalies
    • Antivirus/antimalware review
    • Security alerts
  • Formulating plans to resolve or mitigate those issues.
  • Clearly communicating the issues and plans through written and verbal communication
  • Executing plans quickly and efficiently with minimum impact to the client’s work environment
  • Relentlessly pursuing the resolution of outstanding issues.
  • Ensure proper closure of service requests among the Cornerstone team members and confirm service quality with client contacts
• Deliver client solutions in a professional, error-free manner, on time and within budget.
• Treat client end users with dignity and respect and maintain professional integrity.
• Participate in after-hours call rotation to manage client needs. Triage and set expectations according to client SLAs as required.
• Assist other Cornerstone business functions as required.
• Maintain all Cornerstone internal, external, and assigned client infrastructures within Cornerstone service agreement parameters.
• Interface with third party vendors of hardware, software, and service providers to resolve issues and ensure efficient internal and client business operations.
• Create and maintain accurate and relevant technical documentation.
• Create and provide timely status and expense reports to clients and internal Cornerstone resources.
• Write/perform test plans to ensure efficient solution implementation within client environment.
• Create knowledgebase articles to disseminate knowledge to Cornerstone resources and clients.
• Test products and solutions to determine whether they meet documented specifications and quality standards, and follow procedures to report failures.
• Set up network and computer hardware and software to test products and solutions. Duplicate or troubleshoot product and solution problems.
• Follow Cornerstone methodologies for solution delivery and issue resolution.
• Perform other short-term and long-term tasks and duties as assigned by Management.

Additional

Requirements and Skills:

• Working knowledge of IT infrastructure equipment and software including – routers, switches, server hardware, desktop hardware, network appliances, environment monitoring and management, Windows operating systems and server applications.
• Work performed should be error-free. Service should result in no or little downtime for our clients and internal resources. Upon work completion, there should be no callbacks for issues that were overlooked.
• Attention to detail.
• Documentation skills. Documentation should be complete, accurate, and delivered with the completion of implementations or issue resolutions. It should be written to be easily understood by the target audience.
• Methodical approach to problem solving.
• Good communication (written and oral) skills with staff and clients to develop an environment that promotes quality. Communication must be clear and concise.
• Ability to communicate/explain technical concepts to non-technical people and clients.
• Develop materials and deliver training to client end-users as required.
• Follow up after client contact to ensure quality and clarity of solutions.
• Ability to transfer knowledge to and train other Cornerstone resources to facilitate team growth.
• Able to work as part of a team.
• Obtain/maintain product/technical certifications.
• Maintain skills in technical topics in order to efficiently execute job functions.
• Technical
  
  Skills:
  • Experience working within a helpdesk/support platform
  • Windows Server 2003/2008/2012
  • Active Directory
  • MS Office 365 a plus
  • Windows XP/7/8/10 desktop
  • MS Exchange, IIS Administration a plus
  • Backup technologies
  • Cloud computing technologies – AWS, MS Azure a plus
  • MS Sharepoint…