IT Help Desk Specialist

2 weeks ago

Raleigh, United States Cynet Systems Full time
Job Description:

Responsibilities:
  • Respond via telephone or electronically to inquiries and requests for assistance.
  • Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
  • Provide consultation, support, and/or training to clients of computer equipment or other client-based applications.
  • Provide routine and non-routine support for a broad range of client applications or provide in-depth support for a narrowly defined area of technology.
  • Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
  • Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, and status, and to provide instructions for others to follow when performing a task.
  • This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.
Skills and Abilities:

Knowledge of:
  • Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.
Skills in:
  • nalyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
bility to:

Multitask;
  • ssess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.
Education and Experience:
  • Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.

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