Help Desk Specialist

Overview and Responsibilities

Requisition Name: Help Desk Specialist

Estimated Duration: 05/01/2022 – 05/31/2023

Description

Provide direct technical and customer system support to end users via phone, e-mail, webex or in person as needed. Identify trends in reported issues and notifies system leaders.

Provide first-line technical support to end-users in the use of the computer systems and software applications and services. Diagnoses and resolves more basic or common problems through discussions with end users. Escalate unresolved reported issues to appropriate technical staff. Accurately documents and reports problems to technical staff for resolution

Create user accounts for organizations and individuals.

Develop and implement training plans as necessary. Provide system training for internal program staff to provide new staff training and existing staff training on new system updates as needed to ensure staff are trained to use the system to support programmatic needs. Assist in training external users via phone, e-mail, webex or in person as needed.

Create and maintain technology system training manuals and educational materials (including web page development).

Assist in deduplication and merging of system cases within the system.

 

Skills

Proficient in Microsoft Office (Excel, Word)

Readily adapts to new systems and processes

Strong organization, planning, problem solving, and decision-making skills. Comfortable prioritizing and managing multiple tasks.

Experience in training related to technology preferred

Ability to speak and write clearly and accurately in English

High level of analytical thinking to solve problems with an understanding of technology ability to ask the right questions and apply solutions to business problems.

Must possess good customer relation skills, will be interfacing with customers daily – provide outstanding telephone, email and chat support to our internal and external end users

Must be able to work unsupervised and perform tasks assigned

Self-motivated and adept at problem-solving

Experience/Training/Education

Experience in a support/helpdesk position preferred

High school diploma required