Help Desk Specialist

Company: myGwork
Location: Saint Louis
Posted on: November 22, 2021

Job Description:

Position Overview The Help Desk Specialist is responsible for providing fast and friendly phone support with an emphasis on resolving the problem on initial contact.-- This support includes troubleshooting and responding to problems and/or questions on Network, PC, hardware and Firm approved software applications. Responsibilities Acts as the single point of contact for all computer related problems reported by users firmwide Becomes an expert in SDP, uses it effectively and promotes the use of SDP at all times. Maintains documentation on all tasks assigned Assists in training new staff members on Help Desk processes and procedures Takes basic outage information, when necessary, and transforms it into an understandable outage notification as necessary when Help Desk Team Lead is not available Ensures support calls generated through SDP are updated accurately and timely Provides knowledgeable on-site and off-site support to service the Firm's end users Develops an understanding of the Firm's opertaing environment and standards, including WAN, LAN, and PC configurations Becomes knowledgeable on all Firm approved software applications Provides first level support on Firm approved applications and operating systems Troubleshoots software and hardware issues, documents and communicates resolutions to appropriate IS personnel and end users, as applicable Works with training team as subject matter experts to produce Just-In-Time training modules for both user and support audience Assists the team in meeting established targets as defined by Key Performance Indicators Escalates problems promptly and as appropriate per escalation matrix guidelines Communicates effectively or escalates issues to other groups and management when required Create support documentation and knowledge articles for use by the IT team and the business Performs other duties as requested by the Help Desk Team Lead, Managers and IS Director Essential Job Specifications/Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.-- The requirements listed below are representative of the knowledge, skill, and/or ability required. Ability to deal professionally and communicate clearly and concisely, both verbally and in writing, with internal and external clients on all levels Demonstrated knowledge in the Windows 10 Operating System Demonstrated advanced knowledge of MS Office 2016 suite applications Ability to set and manage expectations as well as set and quickly adjust priorities Proven problem solving and troubleshooting skills Exceptional telephone and email support to users from all BCLP offices globally Willingness and desire to attend training classes to maintain and increase technical skillsets Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery Is required to constantly enhance own knowledge and actively share that knowledge with others. Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others. Also the ability to persist with an incident or problem until final resolution. Ability to act and work in a professional manner and effectively in a team environment and with minimal supervision Must be flexible concerning working hours and willing to work overtime when necessary Ability to provide after-hours on-call support on a rotational basis Must have exceptional verbal and written communication skills Requires the ability to regularly report to work on the days and times scheduled Competencies NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel No travel is required for this position. Education/Experience/Certifications High school diploma or equivalent One (1) year experience on a technical Help Desk or equivalent technical school/college experience Benefits BCLP offers eligible employees a comprehensive benefits package that includes medical, dental and vision insurance coverage, life insurance, and retirement plans.-- We also provide eligible employees flexible time off plans including paid Parental leave, Paid Time Off (PTO), and paid holidays. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the incumbent in the position.-- They are not intended to be an exhaustive list of all responsibilities, duties and skills of the employee.-- Duties and responsibilities may change at any time with or without notice. Equal Opportunity Employer This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

Keywords: myGwork, St. Louis , Help Desk Specialist, Other , Saint Louis, Missouri