Duties & Responsibilities:
ESI is seeking a Senior Level Helpdesk Specialist to work with our customer in cooperation with other end-user technicians, work with customer staff and IT liaisons supporting the needs of the end-user and the Tier 1 service desk. This includes the following tasks:
- Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.
- Work with the assigned lead for all desktop related projects to assist in user testing. Identify and document all applications and software to be tested, work with end users in specifically identified offices to ensure testing is completed and results are documented and shared.
- Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.
- Installation and troubleshooting of printers, plotters, and copiers.
- Assist in monitoring the SHA Desktop Maximo queue, triage and resolve service requests assigned to the queue.
- Document resolutions in the service request worklog.
- Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
- Attend and participate in desktop support staff meetings, or other meetings within SHA as a representative of the desktop team, as required.
- Ensure SHA OIT’s SOP, policies and procedures are followed.
Qualifications:
- High school diploma, GED, or equivalent
- 5-7 years of helpdesk experience
- Prior information technology or systems administration experience preferred
- Familiarity with telephone, office, and point-of-sale software a plus
- Strong Customer Service Skills.
