Community Health Center

Help Desk Specialist

Job Locations US-CT-Middletown
Posted Date 3 weeks ago(1/31/2018 2:16 PM)
Job ID
2017-5812
# of Openings
1
Category
Information Technology/ Business Intelligence

Overview

Part time Help Desk Specialist

Responsibilities

As an IT Help Desk Technician for Community Health Center, you will:

  • Receive, prioritize, document and actively resolve end user help requests
  • Utilize diagnostic and help request tracking tools,
  • Work one on one with end users in-person
  • Provide hands-on help at the desktop level
  • 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
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Develop help sheets and frequently asked questions lists for end users

 

Qualifications:

  • BA/BS degree in the field of computer science and/or [5] years equivalent work experience
  • Certifications include MCP, A+, Network +
  • Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers
  • Experience with desktop and server operating systems, including Windows 2000,Windows XP, Windows 2003
  • Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003
  • Working knowledge of a range of diagnostic utilities
  • Good understanding of the organization's goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills
  • Ability to conduct research into 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 

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