Position Summary:
This position responds to phone and email requests for technical support from over 5000 end-users across the country.
The Help Desk Specialist uses their technical knowledge and analytical skills to diagnose and resolve client issues related to accessing and using our student facing and business office systems.
Principle Duties:
Provide excellent customer service while responding to phone, email and walk-up requests from end-users.
Use technical, analytical and communication skills to accurately identify client needs and provide solutions.
Meet problem resolution and issue management goals.
Actively use and contribute to the solutions database
Log all appropriate activities in the tracking system in a complete, accurate and timely manner.
Identify critical customer and system issues and escalate to the appropriate person or group using established procedures.
Participate in special projects and other duties as assigned
Essential Knowledge, Skills, and Abilities:
Excellent troubleshooting and critical thinking skills.
Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly easy to understand language.
Proficiency with a variety of Windows operating systems and software including Windows XP, Vista, Windows 7, MS Office, Outlook and multiple browsers.
Proficiency with Macintosh operating systems and software including Safari and MS Office and Outlook for Macintosh
Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues.
Ability to work in and foster a collaborative team environment
Position Qualifications:
Bachelor’s degree or equivalent job experience required
4-6 years of experience providing desktop support.
MCSE or MCSA , or ACHDS certification preferred
All your information will be kept confidential according to EEO guidelines.