Helpdesk Specialist I

Position Summary

The Help Desk Specialist I is responsible for providing first-line support service to all users of information services and for maintaining e-mail, security, and Help Desk software.

Major Duties and Responsibilities

• Testing, creation, or modification of Operating System.
• Ensure that all support calls and service desk tickets are answered in a timely manner and communicate with the sites to provide them with status updates.
• Setup, maintains, documents, analyzes, troubleshoots and repair computer systems and peripherals.
• Supports and maintains user account information including rights, security and systems groups.
• Application of system analysis and techniques and procedures, including consulting with users to determine hardware, software, or system functional specifications.
• Local travel for direct support of offices.
• Other duties as assigned.

Compensation starts at $19.71 per hour, with the final hourly rate determined by the candidate's relevant experience and qualifications.

Knowledge, Skills and Abilities

• Knowledge of operating systems, word processing, spreadsheets, databases, hardware and peripherals and 10-key touch.
• Knowledge of how to operate and trouble-shoot computer equipment.
• Demonstrate oral and written skills.
• Skill in organizing tasks.
• Skill in using customer service skills in dealing with frustrated users.
• Skill in masterful problem-solving.
• Ability to work scheduled hours as defined in the job offer.
• Ability to communicate effectively in user-friendly terms verbally and in writing.
• Ability to be a team player with effective interpersonal skills.
• Ability to solve problems and work independently.

Education / Training / Requirements

• High School Diploma/GED; and six to twelve months related experience / training.
• Must have reliable transportation at all times (mileage reimbursed) and a Valid Drivers License.
• 2+ years of training/experience troubleshooting in Windows operating system (Mac OS a plus).
• 2+ years of training/experience in PC and printer support.
• Experience maintaining user accounts in Active Directory a plus.
• Experience w/ Windows Server, Citrix, and Exchange a plus.

Physical Demands

• Ability to lift or move equipment.
• Ability to stand and walk for limited periods of time.
• Ability to sit for extended periods of time.
• Ability to enter data into a computer via a keyboard.
• Ability to occasionally reach, bend, stoop and lift up to 100 lbs. *
• Ability to grasp and hold up to 50 lbs.*
• Ability to occasionally squat and lean over.
• Ability to hear normal voice level communications in person or through the telephone.
• Ability to speak clearly and understandably.
• Basic vision, corrected.
• Ability to see and understand data on a computer screen.

Success Factors

• Alignment with Company Mission and Core Values
• Excellent Time Management/Organized
• Open Communication/Positive
• Goal Driven
• Excellent Customer Service
• Juggles Multiple Priorities
• Accuracy and Attention to Detail

All statements are essential functions of the position unless identified as non-essential by an asterisk (*).