6 days old
2018-01-112018-02-08

Help Desk Specialist

San Diego, CA 92111
  • Job Code
    595671
  • Payrate
    $15 To $19

Randstad Technologies is looking for a Help Desk Specialist. This person plays an important role in the organization by performing a number of tasks related to the company's information technology functions. The role is responsible, under general direction, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software.


Essential Functions



  • Answer incoming queue calls and voicemail messages, using department procedures.
  • Utilize the helpdesk electronic ticketing system, Track-It, according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
  • Configure and troubleshoot Windows 7 in a Microsoft network environment on both desktop and laptop computers.
  • Provide first-line support and resolution of all data/voice system problems and requests.
  • Resolve at least 70% - 80% of all calls received, and to coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.
  • Provide desktop support at San Diego locations, including troubleshooting PC hardware/software, and network printers.
  • Interact and collaborate with other staff regarding requests, problems, updates, and resolutions.
  • Create and manage user accounts, the administration of shared resources, and group membership within a Microsoft Active Directory network operating system environment.
  • Create and manage user accounts in Google Apps Enterprise portal.
  • Administer AS400/Client Access user accounts and resolve MS Windows related printing issues.
  • Follow escalation procedures for situations which require a Helpdesk Supervisor or Helpdesk Manager to become involved.
  • Notify Helpdesk Manager and Helpdesk Supervisor of any changes within Information Technology that may cause a change in escalation, major outage, server issue, major move, and/or staffing issue.
  • Perform other duties as assigned.


Qualifications



  • High school diploma or equivalent required, Associate's degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s).
  • Strong knowledge of technical equipment and common software packages.
  • Advanced user-level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (2003, 2007), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Norton Anti-virus.
  • Intermediate Networking skills.
  • Fundamental knowledge of mainframe computers, and Telephony.
  • Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
  • Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
  • Excellent verbal and communication skills required.
  • Passionate about delivering excellence in customer service within a team environment.
  • Ability to read, analyze, and interpret general business/technological periodicals, procedures, and journals.
  • Ability to write procedure manuals.


Supervision



  • General to intermittent supervision, depending on experience
  • Apply sound judgment in execution of core job responsibilities
  • Travel: 0 - 10%


Requirements


Physical: Mobility in an office setting. Must be able to carry PCs, monitors, and other computer equipment in the process of installing equipment; may also experience prolonged periods sitting at a desk. May occasionally be required to travel to different office locations within the San Diego area, or outside of the San Diego area for education and training.


Manual Dexterity: Frequent use of computer keyboard and mouse.


Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.


Environmental: Office environment - no substantial exposure to adverse environmental conditions.


our client offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match. Our client is an Equal Opportunity Employer.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk Specialist

Randstad Technologies
San Diego, CA 92111

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Help Desk Specialist

Randstad Technologies
San Diego, CA
US

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