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Help Desk Specialist

Date: August 25, 2022 9:09:03 PM UTC


Essential Duties and Responsibilities

Work requirements may necessitate working after hours, weekends, and holidays to fulfill project requirements. Responsibilities include, but may not be limited to, the following:

· Field incoming support calls from end users via ticketing system, telephone and e-mail in a courteous and professional manner.

· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

· Triage requests to determine assignment to proper teams.

· Distribute the issue/request to the appropriate team member, after documenting the attempted fixes, if you can’t resolve the issue/request .

· Prioritize and schedule issues/requests.

· Escalate issues/requests (when required) to your supervisor.

· Record, track, and document the help desk request problem-solving process through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and FAQ’s 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 and repairing hardware, implementing file backups, and configuring systems and applications.

· Attend to computer equipment fixes when sent into IT for repair.

· 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.

· Publish knowledge base articles and frequently asked questions for technicians and users.

· Ability to identify possible infrastructure issues and escalate appropriately.

· Help in implementations of security process for Active Directory resources.

· Perform OS version upgrades and patching using available solutions.

· Troubleshoot possible Active Directory issues and provide support for Network and Server Administration teams.

· Perform advanced troubleshooting for Outlook and other proprietary software.

· Perform advanced troubleshooting on workstation, laptop, and other related hardware and peripherals.

· Configure tools for monitoring and use them to proactively resolve issues.

· Assist with roll out of computer equipment – imaging, set-up, and dispatch to locations.

· Participate in projects involving other sub teams including Network, Server, Security, and Telecom etc.

· Participate in One on One meeting with Supervisor, monthly Helpdesk meetings, quarterly Department meetings and annual company Kick-Off meeting.

Supervisory Responsibilities

This job has no supervisory responsibility.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (B. A.) from four-year college or university and/or three to four years related experience and/or training; or equivalent combination of education and experience

Computer Skills

· Extensive experience with desktop operating systems, including Microsoft Windows 7 and Windows 10

· Working knowledge of a range of diagnostic utilities, including PING, TRACERT, IPCONFIG

· Extensive application support experience MS Office 2010, 2013, and 2016 (this includes Excel, Word, PowerPoint, Outlook, OneNote and OneDrive).

· Extensive experience with desktop and laptop hardware, including Dell.

· Extensive experience supporting mobility, including IOS devices (iPhone and iPad) and air cards

Certificates, Licenses, Registrations

Microsoft Technical (MCSA and MCSE), A+ certifications strongly desired, or equivalent hands-on experience

Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to management.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to use logical processes to narrow down technical problems to determine root cause.

Workplace Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee is frequently required to sit. The employee must frequently lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise in the work environment is usually quiet.

Company:Methodical Search

Location: Charlotte, North Carolina, United States, US


Experience Requirements: 3 Year

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