Senior Helpdesk Specialist

The Helpdesk Specialist will provide Tier 1 and Tier2 computer technical support to internal customers and perform related tasks.

Troubleshoot hardware, software, peripheral and application issues.

Provide excellent end user experience which includes resolving potential or actual technical issues.

Requirements

Detailed Statement of Duties and Responsibilities:

· Monitor & respond to telephone, voicemail, email and ticketing system (Service Now) to resolve customer issues with the highest level of customer satisfaction.

· Monitor, track and resolve IT Service Desk tickets. Respond and resolve tickets adhering to department service level agreements.

· Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders.

· Notify/escalate to the appropriate personnel when appropriate

· With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.

· Image, install and troubleshoot PC’s, laptops and tablets at offices (for example: RMV Service Centers, Highway Offices, Aeronautics, and company shared services)

· Install, configure, and deploy software and hardware. (Windows10, Office 365)

· Install, configure and troubleshoot peripherals such as printers, scanners and credit card devices.

· Install, configure and troubleshoot Audio/Visual equipment including but not limited to mounted TV, Microsoft TEAM console, and Surface Hub mobile units.

· Use software utilities/tools to maintain user accounts this includes changing passwords for email and accounts.

· Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, GoToAssist)

· Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.

· Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.

· Install, troubleshoot and configure software and hardware.

· Complete all mandatory training as required.

· Work on special projects as required.