Job Abstract

Job ID

2024-5057

# of Openings

1

Category

Information Technology

The Help Desk Specialist 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 help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Essential Functions

· Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

· Build rapport and elicit problem details from service desk customers.

· Prioritize incidents and service requests according to defined processes to meet defined SLAs.

· Escalate incidents with accurate documentation to suitable technician, when required.

· Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

· Use remote tools and diagnostic utilities to aid in troubleshooting.

· Research solutions through internal and external knowledgebase as needed.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

· Install antivirus software and ensure virus definitions are up to date.

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure an incident has been adequately resolved.

· Develop help sheets and FAQ lists for end users.

· Contribute to technician knowledgebase as needed

· Reinforce SLAs to manage end-user expectations.

· Provide suggestions for continual improvement.

Required Education and Experience

· Two years of college-level training with a focus in IT or comparable bachelor’s degree required

· Minimum of 3 years of experience in technical IT Customer Service or a related field

· Multiple site experience preferred

Competencies

· Knowledge of basic computer hardware

· Experience with desktop and server operating systems

· Extensive application support experience with

· Working knowledge of a range of diagnostic utilities, including Soalwinds

· Familiarity with the fundamental principles of ITIL

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

· Strong documentation skills.

· Fluent English

Knowledge, Skills and Abilities

· 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.

Physical Demands

· 40-hour onsite work week.

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

PRG is an Equal Opportunity Employer. PRG is a drug-free work environment, pre-employment testing will be required.

This is a safety sensitive position and will require pre-employment drug screening.

Production Resource Group LLC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

PRG cares about the safety of our employees and applicants. PRG does not use chat rooms for job searches or communications. PRG will never request personal information via informal chat platforms or unsecure email. PRG will never ask for money or an exchange of money, banking or other personal information prior to an in-person interview. Be aware of potential scams while job seeking. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.