Help Desk - Senior Support Specialist

BASIC FUNCTION:

This position contributes to the success of Brookfield Zoo Chicago ("BZC") by promptly and effectively responding to and resolving level I and some level II customer support requests to support users with solutions needed to achieve BZC goals, mission, and business objectives. Assures resolution to customers' satisfaction on all requests, including those tasked to others, in accordance with BZC policies and Information Technology ("IT") procedures.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

• *Promptly answers, responds and properly documents client calls, emails, and voice mails sent to the IT Help Desk. Follows up on all calls including calls tasked to others.

• *Performs basic network tasks as needed to meet client requirements.

• *Installs/updates/reconfigures/troubleshoots PC software to meet client requirements, as needed.

• *Performs hardware/software PC upgrades and new installations as needed to desktop and point of sale systems.

• *Performs basic voice system programming and troubleshooting as needed for telephones and voice mail.

• *With Help Desk Manager, responsible for maintaining a hardware/software inventory of all Society IT assets.

• *Provides Help Desk reports as necessary. Generates management/usage/problem-resolution reports. Performs analysis/trends/patterns, etc.

• *Accurate and timely entry of data and other information into the department's production tracking system.

• Other related duties as assigned including, but not limited to, reporting immediately to the Vice President, IT and the Senior Vice President of Human Resources any discovery of child pornography on any of BZC's electronic or information technology equipment in accordance with BZC policy. Immediately report to the Vice President, IT any activity or request for application or security updates or modifications that may violate current BZC Policy, particularly as it relates to electronic communication or confidential information.

• Denotes Essential Job Function(s)

POSITION REQUIREMENTS AND SPECIFICATIONS:

• Bachelor's Degree and MSCE preferred or equivalent combination of related training and/or experience required.

• Minimum 5 years of comparable experience working with PCs and PC software including the Microsoft Office Suite.

• Experience with PC and Apple computer operating systems required.

• Experience with handheld devices and iOS.

• Strong problem-solving, decision-making, and analytical skills.

• Ability to work under pressure, prioritize effectively, and meet planned and unplanned deadlines.

• Good communication skills both oral and written; strong interpersonal skills.

• Strong customer service/client orientation.

• English fluency at a professional working proficiency.

• Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.

• A valid driver's license is required on date of hire. For Illinois residents, must possess a valid Illinois driver's license at the time of hire or must obtain one within 90 days of hire. A valid out-of-state driver's license is required at time of hire for out-of-state residents.

DESIRABLE/PREFERRED QUALIFICATIONS:

• Two years' experience with structured wiring systems and network infrastructure in a campus environment preferred.

• Prior experience with voice systems/telephones and voice mail preferred.

• Multilingual ability, Spanish fluency a plus.

ADDITIONAL INFORMATION: This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. Must work non-standard hours, holidays, and weekends as required. Must carry a cell phone at all times and be available 24 hours/day, 7 days/week to respond to and provide emergency support as required. Must maintain confidentiality of information and respect customer privacy.

PHYSICAL-MENTAL REQUIREMENTS: See Physical-Mental Requirements form.

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