SUMMARY: The Help Desk Technician role is to ensure proper computer operation enabling end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require providing in-person, hands-on help at the desktop level.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Use electronic help desk ticketing system to log, track, and document resolution of all help requests.Build rapport and elicit problem details from help desk customers.Prioritize and schedule projects/tasks. Transfer problems (when required) to the appropriately experienced department member.Record, track, and document the help desk request problem-solving process through to final resolution, including all successful and unsuccessful decisions made, and actions performed.Provide support for the Audio/Visual equipment in the office conference rooms.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on solutions at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Deploy patches, service packs, and critical updates to all workstations.Perform post-resolution follow-ups to help requests.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Develop help sheets and frequently asked questions lists for end users.GENERAL DUTIES: Serve as an engaged and involved team member, supportive of the varied experiences and perspectives of internal and external colleagues.Support and actively build an office culture dedicated to superior customer service that exceeds member expectations.Work within the team and among teams to ensure that decisions are made to further the organization's goals.SUPERVISORY RESPONSIBILITIES: None.QUALIFICATIONS: Proven strong ability to troubleshoot and resolve hardware and software problems in a Windows/Mac environment using Windows 7, Mac OS X and Microsoft Office 2010. Ability to multi-task and set priorities in a flexible manner to address changing needs. Exceptional interpersonal skills are a must.
Ability to work independently, with little supervision, and to work effectively to complete tasks with or without complete documentation.EDUCATION and/or EXPERIENCE: BS degree in a relevant field, such as computer science or engineering is preferred; equivalent experience, training, and professional credentials also acceptable. At least one year of experience providing either technical support in a Windows 7 environment, or possess an equivalent combination of education, training, and experience. (Knowledge of Macintosh operating system is a plus.) Proficiency utilizing Internet protocols such as http and FTP to download and apply patches.LANGUAGE SKILLS: Excellent oral and written communication skills.MATHEMATICAL SKILLS: Basic math skills required.REASONING ABILITY: Must show good judgment and logic. Must be able to competently handle potentially controversial issues and situations.PHYSICAL SKILLS: Must be able to lift desktop computers and servers.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Qualified candidates are invited to apply. Please include a cover letter and writing sample with your resume. SfN is an equal opportunity employer.
Society for Neuroscience - 10 months ago