Job: Helpdesk/User Support Specialist

Jobing Description

Helpdesk/User Support Specialist
The Helpdesk/User Support Specialist serves as the initial point of contact for

troubleshooting and resolving hardware, software, peripheral equipment, and network
problems. To ensure continuity of services, the Helpdesk/User Support Specialist also
provides backup support for several key positions, which can include working evenings.
QUALIFICATIONS

Knowledge

?

Required certifications include A+ (A+ 2003 preferred), MOS (XP preferred),

and/or MSDST, in addition to Helpdesk certification.

?

Minimum of three years of experience under these certifications is required, in

addition to a fundamental understanding of LAN support and technology.

?

Experience in a professional computer helpdesk environment, communicating

with a wide range of customers.

?

Additional certification with Magic, HP Service Desk, or Remedy preferred.

?

Bachelor's degree in information technology, computers systems, or related field.

Additional years of experience can be substituted for the degree.
Skills and Abilities/Critical Success Factors

?

Excellent customer service skills and mindset, in addition to excellent

interpersonal, oral, and written communication skills. Ability to work patiently
and tactfully with all levels of computer users and staff members in initial
problem-solving situations, ongoing followup, and proactive consulting situations.

?

Proven ability to resolve problems with limited or ambiguous information.

?

Demonstrated ability to provide instructional training to staff with all levels of

ability.

?

High level of analytical ability to determine patterns of system breakdowns or

staff issues and to determine the best path for required resolution.

?

Ability to work independently with minimal guidance, learn new hardware

systems and software quickly, troubleshoot over the phone, and handle multiple
demands in a customer service environment.

?

Detail-oriented to maintain accurate Helpdesk performance management

information, used for reporting on the performance of the BTS Unit as a whole.

?

Ability to work with minimal supervision and manage multiple priorities in a fast-

paced, teamwork, customer service


oriented environment.

------------

Experience

?

Demonstrated experience as an administrator managing a helpdesk server and

reporting features on systems such as Magic, HP Openview Service Desk, or
Remedy.

?

Advanced, in-depth experience with the entire suite of Microsoft Office products,

Windows operating systems, and computer hardware, software, and peripherals
support.

?

In-depth technical experience with Windows XP/2000, in addition to Microsoft

Office 2003 in a multiserver Active Directory environment.

?

Extensive experience with installing, configuring, and supporting personal

computers and all related peripherals (i.e., printers, PDA's, laptops, cell phones,
and digital equipment).

?

Proven and excellent diagnostic and communication skills to resolve and provide

support to remote users.

?

Basic administrator skills with Windows 2000/2003 and Exchange 2003 account

administration.

?

Experience with Crystal Report Writer and writing SQL statements is desired.

To express interest, send a cover letter indicating your desired salary and your resume
to HR@ascd.org. EOE

------------