The Help Desk Specialist is the primary contact for all external offices in regards to technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person or over the phone while sitting at a desk for longer period of time.

• Work with Network Systems Administrators to solve complex problems and relay to field employees
• Familiarity and/or ability to learn and effectively support Core Systems (Encompass 360, MS products)
• Provides support through astute troubleshooting methodology
• Address a full range of customer needs, including trouble-shooting, technical assistance, system usage support, password resets, etc.
• Document each customer interaction in the ticketing system in a clear, concise, and understandable format
• Train customers to facilitate the future state of self-service utilizing technology
• Research and resolve customer calls that require follow-up
• Complies with documented processes and works towards meeting expected service levels
• Serve as liaison with IT staff and appropriately documents problem resolution or referrals
• Maintain accountability for incident prioritization and resolution
• Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels
• Respond to initial phone calls in a fast paced, help desk environment

• High school diploma or equivalent
• 1+ year of experience in help desk or related IT field
• 1+ year of experience in field requiring customers service skills
• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices.
• Skill to effectively triage technical issues
• Quick to learn new technologies and applications
• Expertise in relevant operating systems, languages, and environments
• Great verbal and written communication skills
• Positive working attitude, contributing as an individual and team member to accomplish goals
• Strong analytical skills, decisiveness, and sound judgment
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
• Willing and able to work occasional holidays, weekends and evenings 
• Ability to manage time and adapt to changes in workflow