Entrylevel Help Desk Specialist

Help Desk Specialist

Career Connection Network is seeking a Help Desk Specialist for a contract to hire opening with a local, wonderful organization in the Williamsville area! This is an excellent opportunity for a customer service-oriented, motivated, entry level candidate to learn, grow and gain experience in a professional, corporate setting. Recent IT college grads and current IT curriculum students are encouraged to apply! This employer offers a schedule of 8:00am - 4:30pm, Mon - Fri and a pay rate of $17/hr. Great benefits, once hired on! Responsibilities include but are not limited to: Field incoming requests from end users via telephone and e-mail, in a courteous manner. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Research and assist in installing new systems. Access software updates, drivers, knowledge bases, and frequently asked questions, resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install software and configure equipment. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Comply with all agency policies and procedures. Associate's degree in computer science, or a High School Diploma and 4 years' experience in an office environment. Knowledge of basic computer hardware and software. Experience with desktop and server operating systems and applications, primarily Microsoft Windows 10 and Microsoft Office. Exceptional written and oral communication and documentation skills. Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.