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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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