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Help Desk Support

Description:
Responsible for providing hardware & software telephone support to end users. This is primarily telephone, but may include limited desk side support.

Responsibilities:

·        Answer incoming help desk calls involving day-to-day systems & applications operations
·        Document all issues received into the call tracking system
·        Evaluate & prioritize help desk tickets
·        Research, provide & document solutions to user problems on a timely basis
·        Perform necessary actions to quickly correct problems based on knowledge of systems & applications effectively escalate & document all support calls requiring second level support
·        Acquire & maintain a highly competent knowledge of relevant products, current support policies & methods of support delivery
·        Invite feedback from the end-user community & assist in the investigation of end-user complaints, the implementation of an appropriate remedy, & a timely response regarding the solution or escalation of a problem
·        Suggest creative & efficient programs, guidelines, methods & procedures to enhance the quality of services provided by the helpdesk staff members
·        During emergency situations (i.e., server outages), tour all floors to keep users informed, answer questions & provide general downtime assistance as required
·        Participate in special projects as requested

Required Skills:
·        Undergraduate degree in Computer Science or equivalent work experience
·        Advanced knowledge & ability to troubleshoot word processing applications including macros & advanced knowledge of remote access applications
·        Proficiency with Microsoft Word/Excel/Outlook/PowerPoint
·        Call tracking application & computer hardware troubleshooting ability
·        Understanding of networks & their relation to end-users
·        Experience with & demonstrated ability to detect & remove viruses
·        Effective written & verbal communication skills & exceptional customer service skills
·        Detail-oriented with the ability to multi-task, prioritize work effort, make quick & clear decisions in accordance with company policy, & meet deadlines in a fast-paced environment

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