Help Desk Specialist

HELP DESK SPECIALIST

Los Angeles, CA

 

JOB DESCRIPTION

 

As one of three Help Desk personnel working under the general direction of the Help Desk Supervisor, this position provides tier I and II level support to internal staff and, to a limited extent, to external affiliate staff.  The scope of this support role is focused on, but not necessarily limited to, staff desktop and laptop personal computers, Blackberry devices and any company approved operating system WindowsXP or application software. The Help Desk Specialist is responsible for utilizing software tools and technical skills to ensure problem resolution in a timely manner as well as installation, modification, and repairs to personal computer hardware and software systems, and providing technical assistance and training to internal and external affiliate staff. 

 

PRIMARY RESPONSIBILITIES

 

· Provide level I and II technical support to users

· Document all problem and service requests from staff by the creation and management of tickets in the Help Desk system

· Provide training in the use of company-approved applications

· Identify trends in reported problems, and coordinate solutions

· Document solutions for common problems and communicate these solutions to the IT team

· Assume primary responsibility for preparation and repair of End User Computing Devices (desktops, laptops, and thin-client computers – hereafter referred to as EUCs) and peripherals for delivery to employees, loading them with the appropriate software and operating system

· Act as the link between staff and technical support staff of software publishers

· Create and maintain documentation for both IT staff and end-user use in commonly used functions and processes

· Provide appropriate allocation of End User Computers based on user needs and demands

· Maintain inventory of unassigned EUCs, printers, and other spare computer parts and accessories

· Manage EUCs, printers and other hardware peripherals and software assets.  This includes, but is not necessarily limited to:

o  Creation or recommendation of software tools to capture and manage EUC asset audit data

o  Inventory, allocation and configuration status of laptop, desktop and thin-client computers, both assigned and available as hot swaps or loaners

o  Inventory, allocation, configuration, media library and licensing status of locally installed (not server based) end-user software applications

o  Computer Image Library for all makes, models and revisions of desktop and laptop computers, including documentation of the image creation and computer imaging process

 

QUALIFICATIONS:

 

· Associate degree (A.A.) in computer science or equivalent from two-year college or technical school; or, three to five years experience and/or training related to customer service and systems support activities; or equivalent combination of education and experience

· Technical abilities:

A strong working knowledge of and demonstrated ability in the following areas is  required:

· Microsoft Windows XP Professional, including:

o  Installation

o  Fault diagnostics

o  Network configuration

o  Printer configuration

o  Registry editing

o  Application installation & testing

· Intel-Based desktop and laptop computers, including:

o  Diagnostics and repair to the board level

o  Installation and configuration of internal and external devices

o  BIOS/CMOS configuration

· Microsoft Office 2003/2007 Suite of applications/utilities and available tools

· Networking, to include:

o  TCP/IP

o  Local Area Networks

o  Wireless networks (Infrastructure, Ad-Hoc and Peer-to-Peer)

o  Wide Area Network concepts and considerations

o  Remote networking (via dial-up and VPN)

· A working knowledge and/or demonstrated ability in the following areas is preferred:

o  Citrix Presentation Server 4.x

o  Active Directory

o  Track-IT Help Desk application

o  HTTP

o  MS Access

o  SQL

o  Rightfax

o  VoIP phone system (Shoretel system used by Stonefield Josephson)

o  Blackberry Enterprise Server and Blackberry devices

o  IP Video Conferencing

o  Vertical Market Accounting Practice Applications

· CCH ProSystem FX

· CCH Engagement

Other:

· Ability to read and interpret documents such as technical, operating and maintenance instructions, and procedure manuals

· Ability to speak clearly and effectively regarding technical issues both in person and over the phone

· Ability to write routine reports and correspondence

· Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

· Ability to define problems, collect data, establish facts, and draw valid conclusions

· Ability to create and maintain current and accurate documentation related to all end-user technology assets so that reporting of current inventory and allocation of assets (hardware and software) is readily available on an on-demand basis

· Ability to create effective documentation for both end-user reference/training and internal department processes

· Ability to provide effective training of staff in group and one-on-one sessions