Helpdesk Specialist Senior

Profile

Provides telephone and computer support to users. Logs and prioritizes calls, tracks technicians, and provides reports as required regarding compliance with Service Level Agreements (SLAs). Customer service and communication skills are necessary. Must have knowledge of PC operating systems (e.g. Windows XP, Windows 7/8), and networking and email standards. Support includes specific portions of configuration, quality, data, engineering data, and deficiency management tasks in support of an Enterprise System. Administrators perform the tasks of maintaining user accounts, system operations, database administration and providing local user support. Onsite Administrators provide services to ensure continuous system operations as well as provide support for system problems, guidance on technical data standards production support. Administrators assist users providing functional support related to technical order documents, tagging technical data documents, data conversion of related document type definitions, provide temporary work around solutions to ensure the customer to continue performing their duties, and assist in loading digital technical data. Provide operator training and familiarization as needed on infrequently used procedures, to include supplementary system operational instruction.
Responsibilities/Duties:
Works closely with customers and internal management on various operational issues and projects daily
Uses comprehensive subject matter expertise, influence and process skills to help stakeholders identify and meet their program needs
Effectively communicates in meetings, email and discussions
Technical back ground in computer hardware support and repair.
Experience supporting the following hardware. Linux, PC, laptop, laser printer, servers and associated infrastructure
Have proven experience in network configuration and support in TCP/IP, DHCP, WINS and DNS
Technical experience supporting and implementing the following operating systems and software: Linux, Windows XP, Windows 7/8, and Microsoft Office suite
Proven knowledge of support techniques and logical analysis of complicated problems and systems
First and second level helpdesk experience
Proven customers service skills and satisfaction supporting customers in onsite environment
Ability to work in a team environment to meet critical deadlines.
Communication skills both verbal and written
Job Requirements :
Mandatory:
5-7 Years Experience
Works closely with Manager to ensure project milestones are met
Able to adapt to change
Ensures that quality is #1 in support being provided
Knowledge relating to the area in which analysis and support is performed
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