Help Desk Support Specialist

TECHNICAL SUPPORT SPECIALIST JOBDUTIES AND RESPONSIBILITIES.

• Serves as the primary escalation point forincoming queries and technical issues.
• Manages and / or assigns projects and tasks toother team members as appropriate
• Advises, collaborates and assists businessunits with system enhancements and modifications
• Provides technical assistance and support forincoming queries and technical issues related to systems, networking, phonesystems, audio / visual equipment, computer software (e.g., Windows 10, MicrosoftOffice, various browsers), hardware, etc.
• Effectively provides user support over thephone, in person, and via remote tools.
• Responds to user requests promptly,demonstrating courtesy and respect for customers to ensure complete problemresolution and satisfaction through appropriate follow-up.
• Assists users with information security andprivacy questions; provides directions for the correct action.
• Supports telecommunication devices andservices; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment asrequired; updates inventory asset management systems with assigned equipment; ensuresequipment is clean, up-to-date, and operational.
• Provides installation and assistance forlaptops, desktops, printers, scanners, cell phones, air cards, landlines, networks,and other assigned peripherals.
• Troubleshoots end-user problems; troubleshootsdesktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware andsoftware (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and managetime 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.