Sr. Help Desk Support – Level 3

Job Description:

• Act as an escalation point for advanced or difficult help requests
• 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 FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Assisting in providing Level I 2 Support when request volumes are high
• Escalate problems (when required) to the Help Desk Supervisor. • Helping Help Desk Supervisor by doing IT process auditing.
• Giving technical training to Help Desk level 1 2 technicians
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level I 2 Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Collaborating with Help Desk Supervisor to reinforce SLAs to manage end-user expectations.
• Work closely with Help Desk Supervisor with all the IT Vendors to request service regarding defective products.
• Helping Help Desk Supervisor by prepares statistical reports and helping by maintaining IT inventory.
• Creates and maintains documentation for common procedures and processes

Other common tasks include:

• Creating new user accounts, Active Directory management, imaging computers, configuring desktops, installing printers for users, installing common software, virus cleaning, and basic user help.

Requirements

• Excellent analytical and troubleshooting skills.
• Excellent interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Must be self-motivated, energetic with good communication skills.
• Ability to balance team and individual responsibilities.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Highly self-motivated and directed.
• Strong 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.

Education/Experience Requirements:

• Associate's degree or equivalent from two-year College or technical school; or one year or more related experience and/or training; or equivalent combination of education or experience.
• Will have Microsoft Office/Outlook 2000/2003/XP/2010 system experience
• Will have Microsoft Windows XP and 7 system experience.
• Will have PC Repair experience
• Familiar with supporting imaging software such as Ghost, Acronis and SCCM.
• Network+, MCSA, MCSE, A+
• ITIL experience could be a strong Asset
• Project Management experience could be a strong Asset