Help Desk Support Specialist

3 weeks ago

San Diego, California, United States San Diego Convention Center Corporation Full time
Job Summary

The Help Desk Analyst is a crucial role within the San Diego Convention Center Corporation, responsible for supporting the organization's technology infrastructure and ensuring the optimal performance of its systems. This position requires a highly motivated, detailed, results-driven individual who works collaboratively with staff of all levels throughout the organization.

Key Responsibilities
  • Provide excellent customer service to users seeking help with a variety of technology issues, including desktop hardware support, enterprise application support, and enterprise mobile device troubleshooting and support.
  • Represent the IT Team as the users' first point of contact with the IT Department Helpdesk via phone, email, messages, or Microsoft Teams.
  • Log Helpdesk tickets, resolve tickets within established acceptable timeframes, and escalate tickets to Supervisor as needed.
  • Verify hardware and software inventories, log newly received items, and record all distributed hardware on time.
  • Build new laptops or desktops for new hires and deploy on time, following up with new hires and assisting with any IT-related questions or challenges.
  • Visit users' cubes and offices to resolve IT-related tickets as needed.
  • Plan work, determine priorities, and time estimates, providing documentation advising Supervisor of work progress and problems.
  • Communicate with users to maintain a high level of user satisfaction, helping provide support to users and peers in operating computers, other hardware, and enterprise software applications.
  • Support various telecommunication systems throughout the Convention Center's back-office conference rooms.
  • Set up user accounts, make modifications and enhancements to computers, and help users optimize corporate-approved software.
  • Add or remove components as necessary for better performance of computers and software applications.
  • Write and create documentation if needed to help users with recurring daily challenges.
  • Facilitate vendor-led maintenance and service calls for copiers and printers.
  • Facilitate the collection, packing, and organization of legacy hardware for recycling and donation.
  • Stay abreast of current hardware and technology trends.
  • Assist in the evaluation and research of technology solutions the company is pursuing.
  • Participate in daily IT scrum meetings by providing progress updates and discussing user issues.
Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • An Associate's degree (A.A.) in computer science, computer engineering, information technology, or a related field and at least 3 years' experience providing technical support for computers, mobile devices, network devices, and printers, using remote desktop connectivity applications and Mobile Device Management services, customer support training, and Microsoft Office Products (365, Teams, Exchange, Visio, Operating System versions 10 and 11) or an equivalent combination of education and experience.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, employees, and subcontractors.
Preferred Qualifications

CompTIA A+ Certification is preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate. Assigned work for this position may be on different show floors, including lobby areas, front driveway, escalators, exhibit halls, mezzanine level, and upper-level meeting rooms, freight elevators, or passenger elevators.

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