Help Desk Support Specialist
PHS - Wellesley, MA

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The Help Desk Support Specialist will report to the Help Desk Team Leader. Provide routine technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting.

Principal Duties and Responsibilities

Answer and record online calls coming into the 24/7 Help Desk

Provide reference number to all callers

Perform troubleshooting to end users for PHS and all its entities

Utilize stored information and documentation to help resolve issues

Utilize various communication methods including email and instant messaging applications

Prioritize and escalate problems within given guidelines

Triage calls to appropriate groups if call cannot be resolved

Provide daily turnover reports

Maintain proper shift coverage for answering calls

Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls

Occasionally lift and carry supplies and equipment weighing up to 25 pounds

Relocate to an emergency location if needed

Perform other duties as assigned by Help Desk Team Leader


One year experience in Customer Service, phone experience preferred

Hands on PC or Macintosh experience a plus

Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours

Skills, Abilities, Competencies

Strong analytical and problem solving skills

Strong communication skills and patience

Ability to multitask and prioritize work requirements

Excellent interpersonal skills

Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment

General knowledge of supported software packages: MS Office 2003, Office 2007, Exchange, Internet Explorer, and SharePoint

Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, Windows 7, and Mac OS X

Knowledge of Cisco SSL VPN, Secure ID, Clean Access, and McAfee AV

Knowledge of wireless devices including but not limited to Blackberry, Good Mobile, and iPhone

Knowledge of HP printers

Knowledge of repair of Intel based PC hardware

Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure

General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk