Enterprise Help Desk Specialist

Provides technical assistance and troubleshooting for Enterprise systems by remotely connecting to equipment and by accessing web-based applications; supports multiple pieces of hardware, platforms and web based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and or implements solutions.

KEY DUTIES AND RESPONSIBILITES:

• Takes action to resolve requests and incidents in a professional, time-sensitive, customer-focused

manner in accordance with company and Enterprise Service Desk policies and procedures.

• Escalates complex tickets, in accordance with the Enterprise Service Desk policies and procedures

• Provides phone support

• Accurately creates and updates requests and incidents with completed relevant information

• Interfaces with internal and external resources to obtain required information with a focus on first call

resolution

• Meets or exceeds key performance indicators of the role

• Coaches customers on how to use self-service tools

• Identifies opportunities to improve Knowledge Base and overall processes

• Provides troubleshooting by using remote tools connected to other networks

• Manages multiple tickets and works them in order of emergency to lowest priority

• Reads, interprets and follows procedures described in the internal knowledge base

CERTIFICATIONS / LICENSES: ITIL Foundations Certification, A+ Certification are preferred.

SPECIFIC KNOWLEDGE AND SKILLS:

• Basic knowledge, understanding of Enterprise Service Desk, prior help desk experience preferred

• Ability to research and resolve issues

• Ability to manage confidential employee information and adhere to strict data privacy standards in a

mature, problem-solving, solutions-oriented manner

• Capable of working in a high energy, fast paced, demanding environment

• Perform documented complex tasks

• Excellent verbal and written communication skills and the ability to explain technical information in

layman's terms

• Excellent interpersonal skills and the ability to work effectively across all levels of the business

• Strong attention to detail and organizational skills

• Receives limited guidance from more experienced professionals

• Attends training classes as required to stay current with new equipment troubleshooting procedures

and technology

• Initiates timely communication of critical events to Enterprise Service Desk Team Leads

• Completes other duties, including special projects, as assigned by Management

• Maintains high degree of confidentiality.

• Available to work a variety of shifts, including second and their shift, weekends and holidays when

needed; understands the staffing expectations of working in a 24/7/365 environment. Must be flexible

within hours of operation and willing to work overtime

• This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities.

Management reserves the right to amend and change the duties and responsibilities of this job to meet

business and organizational needs as necessary.