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Help Desk / Desktop Support

BASIC FUNCTION:           

Provide hardware, software, networking and application support to our client’s and member organization staff.


Provide phone and email support to our client and Directory users.
Provide 1st level hardware and software support to computer users.
Prioritize and respond to Helpdesk requests
Attain a high level of customer satisfaction for timeliness and quality of support services as defined by departmental guidelines.
Update our client’s online directory and respond to inquiries from members and MSC staff.
Research and update bad email addresses that bounce back from message delivery attempts.
Maintain organized, detailed, and up to date records in the Helpdesk tracking database application.
Lead for diagnosing, resolving, documenting and closure of Helpdesk tickets in a timely manner as defined by the departmental SLA.
Escalating Helpdesk tickets to senior technical staff when needed to ensure a timely and successful resolution.   
Assist and advise clients on system, software and hardware configurations and procurement.
Provide support for phone system.
Help maintain and improve all aspects of computer network.
Maintaining imaged loaner laptops that have up to date OS and virus protection.
Other duties as assigned.




Excellent interpersonal and communication skills.
Excellent customer service skills.
Ability to maintain and support computer hardware and software.
Aptitude for solving and analyzing technical problems.
Knowledge of Microsoft products, both server and desktop.
Knowledge of mobile technologies and wireless broadband.
Knowledge of mobile device management applications to support our Bring Your Own Device (BYOD) offering.
Willingness and ability to learn new technology rapidly.
Ability to organize workload and to deal with problems that may arise.
Ability to deal professionally with people at all levels on a one-on-one basis and in a group.



Bachelor’s degree in computer science; or equivalent combination of education and experience.


Experience troubleshooting and maintaining computers and associated equipment, installing and troubleshooting software, documenting technical issues and interacting with customers required.


Decisions related to diagnosing problems and implementing corrective action.


General – Latitude is given to determine approaches, procedures and methodologies for accomplishing the work within departmental guidelines.  Work is reviewed to assure that it is conceptually sound and meets assignment objectives.


Medium, lifting 30 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 15 lbs.  Walking or standing to a significant degree, involves sitting most of the time.  May require long hours at a personal computer.



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