The Help Desk Consultant I is responsible for providing first level technical support. The Help Desk Consultant I responds to student and employee inquiries regarding accounts, networks, platforms, servers, and applications. The Help Desk Consultant I will interface with customers through email, phone, face-to-face, and chat technologies. The Help Desk Consultant I utilizes various technologies to manage customer requests, and the status of open issues.
The Help Desk Consultant I monitors, tracks, and updates the status on customer requests.
The Help Desk Consultant I is responsible for identifying the need for and developing electronic and paper based self help materials and evaluating technologies from the users' perspective in order to offer support.
The Help Desk Consultant I must be able to work with considerable independence under the direction of the Manager for Help Desk Services. The Help Desk Consultant I’s work is planned and reviewed by the Manager for Help Desk Services in relation to results obtained.
The Help Desk Consultant I must be able to work a flexible work schedule during peak periods.
Apply problem solving and troubleshooting techniques to inquiries received from users regarding hardware, software and networking services provided by CTS. Provide solutions to the stated and underlying issues;
Manage entire resolution process for customer problems/requests;
Manage a queue of requests from multiple sources including electronic email, telephone, voicemail and face to face inquiries;
Enter problems/requests into problem tracking database and assign to appropriate Tier 2 group for resolution;
Ability to manage projects to completion and meet deadlines;
Refer problems requiring in-depth analysis to the appropriate CTS secondary resource;
Present and explain computing support policies to the campus community;
Provide guidance and assistance to student Help Desk consultants;
Maintain computing support oriented web pages, electronic documents and printed materials;
Provide regular reports on usage of services at Help Desk;
Evaluate and recommend technologies to improve the functioning of the Help Desk;
Solicit feedback from users of CTS services and facilities to enhance and upgrade the quality of services provided;
Provide weekly written reports to supervisor.
Education & Experience:
This position requires a minimum Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience. Help Desk Institute participation and certification a plus.
Knowledgeable regarding computer hardware, operating systems including the interconnection of components, computer systems and peripherals.
Experience with incident-tracking tools.
Knowledgeable regarding basic computer software applications including word processors, electronic mail, the internet and web browsers, creation of web pages, multimedia technology and database structure and design.
Knowledgeable with network configuration multiple platforms as well as experience in configuring and using various mail clients and IP based desktop connections to an ethernet network.
Knowledgeable with network configuration and troubleshooting on Windows and Mac operating systems.
Experience with Office365 cloud based technologies including configuration and troubleshooting of mail clients on PC and mobile device platforms
Strong passion for service and self-motivated with demonstrated interpersonal skills.
Demonstrated written and oral communication skills.
Demonstrated organizational skills.
Ability to work in a highly collaborative environment.
Ability to consult effectively with students, faculty and professional staff.
A flexible work schedule will be required during peak periods and requirement to participate in on-call rotation. Saturday work may be required
Maintain currency with technology
Establish and maintain certifications in key technologies
Internal Number: 6220
About Synergy Staffing Inc.
Synergy Staffing Inc. delivers exceptionally qualified talent to businesses throughout Western Pennsylvania. Our understanding of our clients’ needs and the thoroughness of our matching process are unparalleled in the local market. Stop spending time searching for qualified talent by making Synergy your go-to resource to meet all your personnel needs.