JOB DESCRIPTION
POSITION: Help Desk Support
REPORTS TO: Project Manager
POSITION SUMMARY:
This position is responsible for assisting project staff as well as remote users with the web portals, computer operating systems, and software applications associated with the project.
DUTIES AND RESPONSIBILITIES:
This individual will be responsible for working directly with the users and modifying, updating, and/or replacing software as required
Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Logs and tracks calls using a call database, and maintains history records and related problem documentation.
QUALIFICATIONS:
Associates Degree or Bachelor of Science Degree in Computer Science or a related field; or 6-12 months working experience in a help desk environment.
Proficient in using and troubleshooting MS office products (i.e., MS Word, PowerPoint, Excel, etc.), operating systems, Adobe, and Internet Explorer
Experience with a ticket tracking system (i.e. Remedy, Heat, etc.)
Microsoft Certifications preferred but not required
Experience with PC and MAC environments
Outstanding customer service skills
Ability to be responsive
Ability to work in a fast paced multi-platform environment
Excellent written and verbal communication skills
Ability to listen and contribute effectively to the group