Help Desk Support Specialist
nfrastructure - Albany, NY

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Let’s Work Together Help Desk Support Specialist This position is based in Albany NY Life at nfrastructure At nfrastructure we understand that our success results from our diverse workforce In every nfrastructure office you will find challenging projects and smart people with the potential to wow our customers nfrastructure team members relish the freedom and support they receive to help our customers solve their most challenging problems and create the next generation of dynamic infrastructure solutions in an environment designed to foster collaboration creativity excitement and success The area Technical Staffing At nfrastructure we organize and change around our customers nfrastructure’s Technical Staffing team embodies that pursuit We are devoted to helping our clients find relevant solutions that meet their changing needs and to consistently exceed their expectations In every customer location you will find challenging projects and the opportunity to improve the way that they do business nfrastructure will continuously develop our services platform by hiring the most talented IT professionals to support our customers So if you are proactive motivated organized responsible – and able to work well in a fastpaced teamoriented environment Managed Staffing may be the right place for you The role Help Desk Support Specialist As the Help Desk Support Specialist you’ll provide customerfriendly Help Desk services for assisting clients via phone support and remote control with problems using IT products and services Problem statuses are tracked using HP Service Center Responsibilities Investigating diagnosing and resolving problems for pcs printers servers active directory data communications hardware and software Technician will develop formally written problem solving solutionsprocedures and disseminate procedures to and amongst all unit staff Technician will monitor the ticketing system communicate with users for a prompt resolution to the problem and document all steps taken to resolve Assigning severity levels – help desk agents evaluate trouble calls based on the impact and urgency of the trouble If the agent taking the call cannot resolve the trouble on the first call the agent creates an incident and assigns it a severity based on that evaluation Coordinating related incidents – help desk agents determine whether or not the trouble reported is related to another call When it is they link these events This linkage helps assess the extent of the trouble and increases efficiency by assigning resources appropriately Communicating with customers and technical support staff – When customers establish accounts they select the kinds of communication they wish to receive As incidents move from initial reporting through to resolution the help desk communicates with customer liaisons based on customer preference The agents reach out to technical staff when they have an incident that needs attention and frequently updates both technical support staff and management on the status of serviceaffecting outages Requirements BSBA in technical or business field and 3 years experience or minimum of 5 years work related experience Demonstrated experience with the HP Service Center software (formerly Peregrine Service Center) Experience in meeting ambitious deadlines and delivering highquality work on schedule Experience working closely with business customers to develop user requirements Demonstrated leadership skills communication analytical and problem solving skills Ability to work independently and in a team environment A+ certification a plus MCP certification a plus About nfrastructure nfrastructure helps large enterprises design build and operate missioncritical technology infrastructure Combining proven methods and tools worldclass engineering talent onsite technical service in every major North American market and tightly integrated low cost remote support nfrastructure collaborates with customers to deliver sustainable disruptive value With industry practices in public sector financial services retail healthcare technology communications public safety and energy nfrastructure works with leading technology hardware and software vendors to provide comprehensive data center network security unified communications endpoint structured cabling staffing and outsourcing solutions More information about nfrastructure can be found at wwwnfrastructurecom httpwwwnfrastructurecom Apply for this job or another online today at wwwnfrastructurecomcareers httpwwwnfrastructurecomcareers nfrastructure is proud to be an equal opportunity employer women and minorities are encouraged to apply for positions diagnosing and resolving problems,
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