Help Desk Specialist

<p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">SUMMARY OF POSITION: </span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;"> </span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Under the general guidance of the IT Infrastructure Manager, this position’s role is to work closely with the end-user community to resolve reported hardware/software problems in a timely, cost-effective manner.  This individual will analyze needs, complete analysis, perform deployments, and develop procedures for the installation of new hardware/software systems or the enhancement/maintenance of existing hardware/software systems.  Will also educate and train end-users so that they can fully utilize these systems.</span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">ESSENTIAL FUNCTIONS:</span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;"> </span></strong></p><ol style="margin-top:0in;margin-bottom:0in;" start="1" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Install, troubleshoot and resolve end-user hardware/software problems.  Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems and requests.</span></li></ol><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><ol style="margin-top:0in;margin-bottom:0in;" start="2" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Effectively communicate solutions to end-users as appropriate.  Provide a highly visible customer focus.  Refer more complex problems to second level support when necessary.  Escalate calls as defined in the Help Desk Service Level Agreement.</span></li></ol><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><ol style="margin-top:0in;margin-bottom:0in;" start="3" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Log and track calls using Help Desk software and maintain history records and related problem documentation.  Assist in continuously improving data capture methods to increase timeliness of problem resolution.</span></li></ol><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><ol style="margin-top:0in;margin-bottom:0in;" start="4" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Install hardware/software upgrades as directed.  Assist in tracking of hardware assets and software licenses.</span></li></ol><p style="margin:0in 0in 0in .5in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><ol style="margin-top:0in;margin-bottom:0in;" start="5" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Actively participate in improvement projects and waste reduction initiatives. Suggest improvements to existing systems.  Provide input on new projects as appropriate.</span></li></ol><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><ol style="margin-top:0in;margin-bottom:0in;" start="6" type="1"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Work with end-users to identify where internal training is needed. </span></li></ol><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">EDUCATION AND EXPERIENCE:  </span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;"> </span></strong></p><ul style="margin-top:0in;margin-bottom:0in;" type="disc"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Associate's degree or equivalent from two-year college or technical school in IT related field; or 2-3 years related experience and/or training; or equivalent combination of education and experience.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Knowledge of Microsoft 365 and Windows Desktop Operating Systems required.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Knowledge of desktop/laptop hardware and troubleshooting, preferably HP</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Working knowledge of Windows Server Operating Systems.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Working knowledge of networking.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Help Desk process proficiency preferred.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">CAD support experience is a plus.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Manufacturing experience preferred.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Demonstrated commitment to continuous learning and self-development</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Above-average communication and listening skills required.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Exceptional written and oral communication skills.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Highly self-motivated and directed.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Proven customer service skills required.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Ability to work independently.</span></li></ul><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">SCOPE: </span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;"> </span></strong></p><ul style="margin-top:0in;margin-bottom:0in;" type="disc"><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public is required.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">Ability to define problems, collect data, establish facts, and draw valid conclusions.</span></li><li style="margin-top:0in;margin-right:0in;margin-bottom:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;">While performing the duties of this job, the employee is regularly required to use hands and/or fingers.  The employee frequently is required to walk and sit.  The employee must frequently lift and or move 25 pounds or more.</span></li></ul><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">COMPETENCIES: </span></strong></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Action-Orientated</span></strong><span style="font-family:Arial, sans-serif;"> –Enjoys working hard, is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Approachability</span></strong><span style="font-family:Arial, sans-serif;"> –Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.  </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Composure</span></strong><span style="font-family:Arial, sans-serif;"> –Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis. </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Learns on the Fly</span></strong><span style="font-family:Arial, sans-serif;"> –Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Priority Setting</span></strong><span style="font-family:Arial, sans-serif;"> –Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.</span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><span style="font-family:Arial, sans-serif;"> </span></p><p style="margin:0in;font-size:10pt;font-family:'Times New Roman', serif;"><strong><span style="font-family:Arial, sans-serif;">Problem Solving</span></strong><span style="font-family:Arial, sans-serif;"> –Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.</span></p> <img src="https://ars2.equest.com/? response_id=d7587e84933ea148b2680407c808f98e&view" alt=" " width="1" height="1"/>