The Helpdesk Specialist
Company: The Judge Group
Location: Central Falls
Posted on: August 7, 2022
Job Description:
Location: Central Falls, RI
Salary: Excellent
Description: The Helpdesk Specialist (Rhode Island, S.Eastern and
mid MA) to provide outstanding customer service to end users on a
variety of issues, identifying, researching, and resolving
technical problems. This support includes, but is not limited to:
desktop hardware, printers, application support, security
administration and telephone administration. The incumbent will be
required to respond quickly to telephone calls, email and other
requests from personnel. The Helpdesk Specialist also participates
in special projects as assigned.
Essential Duties & Responsibilities
---Assisting in providing Level I Support. New employee set up and
orientation Hardware builds with some travel all local in Downtown
Boston using ServiceNow for ticketing HD Support on site and remote
for people who are on site and offsite using 3rd part remote
assistance tools strong troubleshooting skills and not just laptop
builds. ---Build rapport with all internal ---Escalate problems
(when required) to the higher level tier groups as required or to
the service manager. ---Using service desk software to record,
track and document the service desk request problem-solving
process, including all successful and unsuccessful decisions made,
and actions taken, through to final resolution. ---Access software
updates, drivers, knowledge bases, and FAQ resources on the
Internet/Intranet to aid in problem resolution. ---Perform hands-on
fixes remotely or in person, including installing and upgrading
software, installing hardware, implementing file backups, and
configuring systems and applications. ---Test fixes to ensure
problem has been adequately resolved. ---Perform post-resolution
follow ups with end user and team members as required. ---Develop
help sheets and FAQ lists for end users. ---Evaluate documented
resolutions and analyze trends for ways to prevent future problems.
---Alert management to emerging trends in incidents. ---Assist in
software releases and roll-outs according to Change Management best
practices. ---Adhere to site audit responsibility policies and
procedures Adhere to all applicable compliance requirements
including but not limited to: ---Complete required compliance
training in a timely manner ---Review Code of Conduct at least
annually and promote and enforce company Code of Conduct ---Promote
and enforce compliance program ---Adhere to Policy & Procedures
---Promptly, in good faith, report any instances of suspected
fraud, waste and abuse; suspected privacy and/or security
incidents; or any compliance concerns identified ---Ensure
confidentiality of member and company proprietary information is
maintained QUALIFICATIONS Experience 1-2 years --- Knowledge,
Skills & Abilities ---Ability to conduct research into a wide range
of computing issues is required. ---Ability to absorb and retain
information quickly. ---Ability to present ideas in user-friendly,
business-friendly and technical language. ---Highly self-motivated
and directed. ---Keen attention to detail. ---Proven analytical and
problem-solving abilities. ---Ability to effectively prioritize and
execute tasks in a high-pressure environment. ---Exceptional
customer service orientation. ---Experience working in a
team-oriented, collaborative environment. Preferred Qualifications:
---Certifications (i.e.: A+, Net+, Security +, Server +)
---Knowledge of Asset Tracking methods (Wasp, SCCM). ---ACMT Apple
Certification ---ACiT IOS Certification
Contact:
This job and many more are available through The Judge Group. Find
us on the web at
Keywords: The Judge Group, Providence , The Helpdesk Specialist, Other , Central Falls, Rhode Island
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