Infrastructure Helpdesk

This role role is to ensure proper computer operation so that end users can accomplish business tasks. The goal is to minimize the need to get non-helpdesk I.S. personnel involved.

Responsibilities

• Identifies, researches and resolves technical problems in a timely manner.
• Field incoming help requests from end users via both telephone and email in a courteous manner regarding software and/or hardware issues within servers, databases, and other mission critical systems.
• Communicate software/hardware problems and issues to management, development teams, end users, and unit leaders as needed.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately person.
• 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.
• 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.
• 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.
• Included in on-call rotation
• Other duties as assigned

Work with employees in all levels and departments. Exceptional customer service orientation.

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

Abilities/Skills Required

• Knowledge of basic computer hardware and desktop/server operating systems.
• General application support experience with knowledge of programming languages used.
• Knowledge of various key systems/applications such as imaging, web applications, phone systems, satellite related systems, email, remote access methods, fuel processes, faxing, etc.
• Good understanding of the organization's goals and objectives.
• Exceptional written, oral, and documentation communication 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 with a keen attention to detail.
• Proven analytical and problem solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Additional working hours as required
• Sitting for long periods, manual dexterity, stooping, bending, light to moderate lifting, good listening and speaking ability.

College diploma or university degree in the field of computer science and/or equivalent work experience.