Help Desk Specialist

job - full time, paid

Fast Switch Limited
Lenox, MA
Closed
Posted 35 Days ago
Fast Switch Limited
Lenox, MA
job - full time, paid
Posted 35 Days ago
Closed

Description

Help Desk Specialist in Lenox, MA at Fast Switch Date Posted: 11/7/2019 Share With: Job Snapshot Employee Type: Contractor Location: Lenox, MA Job Type: Experience: Not Specified Date Posted: 11/7/2019 Job Description Job ID: 53617 Our client is looking for a Help Desk Specialist for a 6 month + contract. Work will be in two locations Lenox, MA and Northampton, MA . IT Service Delivery Specialist Incumbents of positions in this series provide Tier 1 (one), Tier 2 (two), and Tier 3 (three) computer technical support to internal customers and perform related work daily. DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES Common duties of all levels in EDP Systems Analyst Series Monitor & respond to telephone, voicemail, email and ticketing systems to resolve customer issues with the highest level of customer satisfaction. Performs related duties such as using remote access tools (Goverlan, GoToAssist, etc.) and other software and equipment (inventory scanner). Implements approved systems and/or programs (software deployment, patches, bios updates, etc.), determines the hardware or software requirements for employees, contractors or interns; determines appropriate response to error conditions; verifies data and print-outs for errors and completeness (Active Directory accounts); and consults with users, technical personnel, and vendors to identify and resolve problems or to notify of existing or potential problems. Images, installs and troubleshoots end user computing equipment such as PC's, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed Tests systems and/or programs by preparing tests plans and data, conducting, test runs, reviewing input and output data for accuracy and validity, determining causes / system failure and making necessary changes to ensure the validity of the system or program prior to implementation or deployment. Participates in the activities required for the operation and maintenance of systems by recommending changes and correction and to provide new needs of users. With direction from IT Operations Management and the Enterprise Desktop Architect, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy. Develop and enhance Service Desk documentation/knowledge and educate end users on applications. Attend and contribute to professional meetings, seminars, and training to keep up to date with the developments in the IT profession. Establish and maintain a collaborative professional rapport with peers and customers to ensure timely response and resolution. Complete all mandatory training as required. Other duties as assigned Incumbents of this position at this level and higher also: Create and Maintain user accounts (not limited to changing passwords, adding users and workstations to security groups, and disabling accounts). Follows all major outage SOP (standard operating procedures) guidelines for local and system wide outages. Upgrades workstations to meet changing infrastructure needs. Prioritize effectively and work efficiently with management supervision. Consume Service Desk documentation/knowledge and educate end users on applications. Work on special projects as required. Incumbents of this position at this level also: Actively engages with IT Leadership, business and vendors to develop future hardware and software requirements. Estimate the time, equipment and staff requirements for current or proposed systems or projects. Evaluate hardware and software programs to ensure compliance with federal, state and security standards. Research all pertinent information (logs, tech specs, white papers, The Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management. Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment. Prioritize effectively and work efficiently with little supervision. QUALIFICATIONS REQUIRED AT HIRE (List knowledge, skills, abilities) Knowledge and concepts of computer hardware and software support. Excellent customer service skills. Ability to logically troubleshoot and resolve complex technology issues. Ability to exercise sound judgment. Ability to establish rapport and work collaboratively with others. Ability to maintain a professional and courteous work environment at all times. Ability to prepare and use technical documentation and flow charts. Experience working with vendors to resolve customer issues and managing project related work. Ability to manage customer issues from beginning to resolution using all tools necessary. 3 - 4 Years of Tier 1 and 2 PC/Computer support Current knowledge of servers and networking technology a plus Technical certifications are a plus MINIMUM ENTRANCE REQUIRMENTS Understanding of Microsoft Windows Operating System (Win7/Win10) Understanding of Microsoft Office Applications (Office 2013/2016) Knowledge of Office 365 CHECK OUT OUR SIMILAR JOBS

Skills

troubleshooting, active directory, technical support, microsoft windows, computer hardware, servers, operating systems, laptops, it service management, printers, it management, switches, it operations, service desk, service delivery

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