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Help Desk Specialist

Rochester, Minnesota

Post Date: 03/29/2017 Job ID: 8205 Category: Professional

Job Description
  • The Help Desk Specialist is the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff.
  • The Help Desk Specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing.
  • Must-have qualifications are: strong verbal and written Communication skills, project management and problem solving skills, and basic IT knowledge of hardware and software systems.        

 

Specific Job Details
  • Two positions are available.
  • One position will be second shift Monday through Friday 2 pm to 10 pm.
  • The other position will be Saturday through Tuesday 7 am to 5 pm. This role will primarily be taking remote access and non-clinical calls for the help desk.    

 

Qualifications:
  • H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position;
  • OR Associate' s degree with 2 years’ experience in an IT or call center environment or Bachelor’ s degree.
  • Typing skills 25+ words per minute
  • Able to spend considerable time on the phone.
  • Excellent computer troubleshooting and problem solving skills.
  • Possess skilled abilities to customize an operating system.
  • Ability to install/configure “ off the shelf” applications.
  • Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.).
  • Demonstrated ability to configure a PC for connection to a network using a common networking protocol.
  • Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations.
  • Understanding of and has displayed the ability to use knowledge base and other online solution resources.
  • Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image).
  • Knowledge, training or certification in the following is helpful: HDI, itSMF, ITSM, ITIL.
  • Knowledge or experience in remote access, multi-factor authentication and/or mobile device management (AIRWATCH) is also helpful.

 

Cory Ronquist


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