Help Desk Support Specialist

From Isenet

Job Description

Duties

• Troubleshoot, resolve, or escalate all hardware, software, phone, a/v, and operating system problems
• Support faculty, students, and administrators in their use of general software applications
• Install, configure, maintain, repair and upgrade computer software, computer hardware, and related peripherals
• Respond to telephone calls, emails, and in-person requests for technical support
• Maintain timely and accurate records of support issues using tech-support-email, spreadsheets and help desk management system
• Delegate and escalate issues to appropriate tech department colleagues
• Monitor all support requests to ensure timely resolution
• Document troubleshooting processes and resulting problem resolutions
• Openly and broadly share problem resolutions
• Make effective use of Help Desk records to identify patterns, systemic problems, and end-user training needs.
• Maintain timely and accurate inventory records for all technology equipment and software using spreadsheets and inventory management system
• Provide AV support to school functions as needed
• Unpack, configure, and inventory new computer equipment
• Install and test software updates as directed
• Maintain and transport mobile computer resources (e.g. computer carts)
• Manage reservation calendars for equipment (e.g. computer carts, projectors, etc.)
• Monitor the use of consumable computer, printer and copier supplies and orders supplies as needed
• Keep Tech Department storage areas orderly and secure
• Perform preventive maintenance on computer systems, printers, and equipment as needed
• Arrange for equipment repair (printers, etc.) as needed
• Participate in end-user events, as appropriate, e.g. faculty, student, parent training sessions
• Other duties as assigned

Skills/Abilities

• Knowledge of computer operating system and office suite.
• Experience with hardware, printers, projectors, digital cameras, etc.
• Understanding of networked environments

Personal attributes:

• Ability to work with individuals with a range of technological expertise in a courteous and professional manner
• Ability to remain calm and supportive with users in the midst of a technology "crisis"
• Demonstrated ability to effectively communicate in a team environment
• Detail oriented, organized, self-motivated and punctual
• Ability to work independently and handle multiple projects simultaneously and to prioritize tasks
• Excellent verbal and written communication skills