Abacus
Location
Lawrenceville, GA | United States
Job description
Engagement Type :
Contract
Short Description :
Under broad supervision, provides assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email or from remote locations. May serve as lead worker.
Complete Description:
Helpdesk Support Specialist
Job Summary
Reporting to the Associate Director of Technology Support Services, the Helpdesk Support Specialist will provide superior customer service and advanced helpdesk support to GGC faculty, staff, and students. Core responsibilities include processing helpdesk tickets and serving as escalation point for complex helpdesk issues prior to routing tickets to 2nd and 3rd tier support teams. This position will also provide frontline helpdesk support as needed and assist with day to day operations. This position mentors other Helpdesk staff members and student workers and helps identify opportunities for continuous improvement. The position strives to meet and exceed client expectations and resolve issues on first contact.
Responsibilities
• Monitor, process, and close Helpdesk tickets within SLA guidelines
• Provide 1st and 2nd tier technical support to faculty, staff, and students
• Troubleshoot and serve as an escalation point for production down (P1) issues as well as issues reported by VIPs to assure tickets are escalated to appropriate group with proper diagnosis
• Diagnose and resolve technology related issues via phone, email, chat, or walk ins in a timely, customer-focused manner
• Mentor and provide guidance to student workers and other Helpdesk support staff
• Properly escalate Helpdesk tickets to 2nd and 3rd tier Information Technology support groups
• Contribute to knowledge base solutions for Service Desk application and assist with the documentation of standards and processes used by the Helpdesk
• Recommend Helpdesk operational improvements for increased efficiency and effectiveness
• Other duties and project work as assigned
Required Qualifications
• 2 Year / Associate's Degree in any related field
• Demonstrated 2 years of experience in Helpdesk or technology support role
• Demonstrated experience coaching other team members
• Demonstrated experience with Service Desk application for managing IT requests
• Demonstrated experience serving as an escalation point for technology related issues
• Demonstrated experience with end user account management
• Demonstrated familiarity with Windows and Mac operating systems
• Demonstrated experience with software installation and printer configurations
Preferred Qualifications
• 3-4 years of related work experience.
• Demonstrated advanced troubleshooting computer hardware/software issues
• Demonstrated experience troubleshooting infrastructure and network related issues
• Demonstrated experience documenting Helpdesk guidelines and business processes
• Helpdesk/Service Desk certification from a leading provider
Knowledge, Skills, & Abilities
• Demonstrated ability to support and troubleshoot laptops, desktops, cell phones, softphone technology, and various applications
• Demonstrated ability to provide end user support and resolve routine network and wireless issues
• Demonstrated ability to use Active Directory and Azure for account management and computer organizational unit management
• Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
• Demonstrated ability to collaborate with other IT departments
• Demonstrated experience using Helpdesk/Service Desk ticket management system
Conditions of Employment
Position may require local travel. Ability to lift and carry files and materials. Ability to move from one office to another office on campus. Adequate vision, hearing and manual dexterity to interact with people in person, on the phone and in writing. Must be able to perform the essential functions of the job, with or without reasonable accommodations.
Required / Desired Skills
Skill Required / Desired mount of Experience 2 Year / Associate's Degree in any related field Required Experience in Helpdesk or technology support role Required 2 Years Experience with Service Desk application for managing IT requests Required 2 Years Experience with end user account management Required 2 Years Demonstrated familiarity with Windows and Mac operating systems Required 2 Years Experience with software installation and printer configurations Required 2 Years Demonstrated advanced troubleshooting computer hardware/software issues Highly desired Demonstrated experience troubleshooting infrastructure and network related issues Highly desired Demonstrated experience documenting Helpdesk guidelines and business processes Highly desired
Job tags
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