2nd Shift Helpdesk Job in Mansfield, Massachusetts US
2nd Shift Helpdesk
Hours are 2PM - 10:30PM ESSENTIAL FUNCTIONS: 1. Provide a minimum of 8 hours of daily phone/e-mail support. 2. Retain ownership of all issues/requests assigned until closure with end user agreement. 3. Identify/Troubleshoot/Escalate/Resolve critical issues. 4. Notify third level support of performance issues and/or downtimes. 5. Identify/Document reoccurring issues and present possible solutions to management. 6. Assist with department administration as needed. 7. Provide technical and procedural training to EUS new hires. 8. Monitor phone volume and ensure adequate staffing coverage. 9. Create/Maintain technical and procedural documentation. DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS: 1 Other duties as assigned with or without accommodation. 2 Suggest/Implement innovative idea s to improve the Help Desk processes. 3 Complete specified Computer Based Training courses. Experience: 1-3 years Help Desk experience preferred Preferred Skills/Qualifications: Technical Certification Technical phone Support Experience in troubleshooting Windows Operating Systems MS Active Directory MS Exchange MS Office Suites MS Internet Explorer Strong knowledge of PC hardware and software Experience with Symantec Ghost Blackberry User Support Skills/Competencies: Excellent verbal communication skills Good customer service skills Telephone and interpersonal skills Strong Follow-up Skills Analytical Thinking skills Organizational skills Other Skills: Ability to work independently on special assignments