The primary role of the Helpdesk Administration is to provide end user assistance. This includes the responsibility to properly document changes. The Help Desk Technician will contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Perform Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Maintain compliance with company ITGC policies related to Helpdesk duties.
- Address incoming calls and emails to the Help Desk while ensuring courteous, timely, and effective resolution of end user issues
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Assist with documentation for yearly eternal audits as needed
- Effectively communicate and work with employees, internal divisions and external customers.
- Any ad-hoc tasks as assigned.Ability to work in a fast-paced environment.
EXPERIENCE, SKILLS, KNOWLEDGE
- Certification or Related work experience.
- Exceptional communication skills -- both written andverbal
- Strong attention to detail
- Strong organizational skills and time management skills
- Ability to establish and maintain strongrelationships
WORK ENVIRONMENT:
- The work environment is representative of an office/field setting
- The noise level in the work environment is usually quiet to moderate
- Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions of the job.
PHYSICAL DEMANDS:
While performing the responsibilities of the job, the employee is required to talk and hear. Vision abilities required by the job are close vision. The employee is often required to sit and use their hands and fingers to handle, feel, and operate office equipment such as a computer, copier, and office supplies.In addition, the employee is occasionally required to stand, walk, reach with their arms and hands, and to stoop, kneel or crouch. Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions of the job.
This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.
Equal Opportunity Employer
