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Help Desk Specialist

Company: Kelly Science, Engineering, Technology & Telecom
Location: Albany
Posted on: January 12, 2022

Job Description:

Help Desk Support Technician Location: Albany, OR (on-site)Duration: 12 months Description Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Work in a group setting with some noise distractions from other Help Desk techs on phone calls. Responsibilities Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and frequently asked questions lists for end users. Knowledge & Experience Degree in the field of computer science or a combination of education and help desk support work experience. Certifications in CompTIA A+, Network+, or Security+. Microsoft Certified Desktop Support Technician (MCDST) preferred. Knowledge of basic computer hardware, networked printers, and computer networks. Experience with desktop operating systems, including Win 7 and Win 10 Extensive application support experience with Microsoft Office Suite, Microsoft email, Adobe, Java, Microsoft Internet Explorer browser. Knowledge of scripting languages, like VB script or Powershell. Working knowledge of Anti-Virus and Endpoint protection applications. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.

Keywords: Kelly Science, Engineering, Technology & Telecom, Albany , Help Desk Specialist, Other , Albany, Oregon

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