Help Desk Technical Specialist II
GDH

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.      Under general supervision, provide technical software, hardware and network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions in a call center environment or in person at a client site.

2.      Act as the initial or second-level contact for all end-users that need technical support.

3.      Answering the help desk phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.

4.      Assist less experienced technicians with technical problems they encounter.

5.      Clearly communicate technical solutions in a user-friendly, professional manner, assist junior and senior technicians.

6.      Follow defined procedures and policies to resolve recurring tasks.

7.      Escalate or involve senior technicians on more sensitive or complex end-user problems.

8.      Perform related work as required.

Qualifications:

1.      Technical Capacity.

2.      Problem Solving/Analysis.

3.      Initiative.

4.      Communication Proficiency.

5.      Team Player.

6.      Good Decision Making.

7.      Work Independently.

8.      Time Management.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position. Hours of work and days are typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Week-long on-call rotations are required and will most likely have an alternate work schedule. Occasional evening and weekend work may be required as job duties demand.

Travel

Occasional travel is expected for this position.

Required Education and Experience

1.      Intermediate understanding of desktop operating systems, various software applications and PC/Server/Network hardware.

2.      Intermediate understanding of principles and theories of network systems and management.

3.      Intermediate understanding of Internet technologies and products.

4.      Intermediate understanding of electrical safety procedure.

5.      At least three years of technical work experience or equivalent education.

6.      At least two relevant technical certifications (e.g. A+, Network+ and Security+) or equivalent experience.

Preferred Education and Experience

1.      Associate's (or higher) degree in computer science related field.

2.      Four or more years of technical work experience.

3.      Three or more relevant technical certifications (e.g. A+, Network+ and Security+).