Help Desk Support Specialist

Job Description : Responsibilities :

• Serves as the primary escalation point for incoming queries and technical issues.
• Manages and / or assigns projects and tasks to other team members as appropriate
• dvises, collaborates and assists business units with system enhancements and modifications
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio / visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• ssists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

Technical Support, Specialist Skills, And Qualifications :