HelpDesk Specialist - Level 1
RBC Ministries - Grand Rapids, MI

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Job Title: Helpdesk Specialist Level 1

Workteam: Information Services

Job Code: Non-exempt, fulltime, all benefits

Position Summary:

Provides basic support (customer service, installation, diagnosis, troubleshooting, etc.) for desktop computer users as a member of the Desktop Support staff.

Essential Functions:

1. Log incoming tickets from phone, email, and “drop-in” sources into the Help Desk software. Resolve the call ticket if able, otherwise route the call ticket to the appropriate I/S technician or Software Support Specialist. Log all closed call tickets on the same day in which the closed tickets are received.

2. Monitor open call tickets. Proactively communicate resolution status to the user.

3. Provide basic and some intermediate level support to the RBC desktop user community for all I/S-supported software applications for PC and Mac platforms. This includes operating system maintenance (installation, modification, problem diagnosis, and troubleshooting) for RBC-supported versions of MS Windows and Mac OS.

4. Provide basic support for phones, copiers, faxes, and other miscellaneous office equipment. Contact vendors in the event that the equipment needs repair.

5. Provide assistance to the I/S team, such as supply purchasing, updating the hardware/software database, etc.

6. Assist the PC Hardware specialist with deploying and maintaining computer hardware throughout the organization.

7. Ensure that user accounts are managed appropriately and accurately in Active Directory and Google Apps. Work with Human Resources to coordinate computer/phone setups for new and transferring employees.

Study or Knowledge and Experience:

Two years of formal college-level training in computer science or equivalent experience in an environment in which basic proficiency in MS Windows and Office can be demonstrated.

Excellent verbal (especially phone) and written communication skills.

Basic proficiency in current versions of MS Windows, Mac OS, MS Office Professional, Internet Explorer, and Google Apps.

Knowledge of basic desktop hardware – Mac and PC.

To apply online go to: or send your resume to: RBC Ministries 3000 Kraft Ave SE Grand Rapids MI 49512 attn: Human Resources

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