Level 2 Helpdesk - Faribault, MN or Lenexa, KS

Technical Helpdesk Specialist
Location: 100% Faribault, MN
The Service Desk Consultant I role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document and resolve requests
Strategy & Planning

• Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs)
• Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.

Operational Management

• Field incoming requests from end-users via phone, e-mail and in person in a courteous, professional manner.
• Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
• Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to Service Desk requests.
• Meet all Service Level Objectives (SLOs).
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Formal Education & Certification

• Certifications: MCP, A+, Network+, Security+ (preferred but not required).

Knowledge & Experience

• Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners.
• Experience with Microsoft Windows operating systems.
• Application support experience with Microsoft Office.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Personal Attributes

• Ability to conduct research on a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Occasional evening and weekend support required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.
• Some travel may be required for the purpose of offsite user support.

#DICE