Help Desk Support Specialist
5 days ago
Help Desk Support Specialist (hybrid-remote) PART-TIME
We are seeking an experienced, self-motivated Helpdesk Representative III to contribute toward the success of our business operations and improvement initiatives.
Key Responsibilities:- Assist clients with Tier I issues and Tier II support for issues beyond their subject matter expertise.
- Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations.
- Analyze information to determine nature and extent of client requirements and concerns.
- May serve as liaison between clients and technical staff in implementation and development of business process automation.
- Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
- Responds to internal and external client concerns both remotely and to provide desk side support as well.
- Receives additional training as required, to gain full proficiency and experience in all areas.
- May perform clerical duties in support of the unit.
- Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
- High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information.
- Bachelors Degree from an accredited college or university in a computer related field i.e. Computer Information Systems or Computer Science is a plus.
- Demonstrate excellent interpersonal, oral and written communication skills.
- Imaging machines (Dell/Win 10) and Inventory Management experience is desired.
- Demonstrated experience working in ITIL Service Management organization is a plus.
- Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
- Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus.
- CCNA (Cisco Certified Network Associate).
- Excellent problem-solving skills required.
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