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IT Helpdesk Specialist

Southfield, MI

The Servicedesk Support Specialist provides first  level support for end users. The Specialist is responsible for logging and responding to helpdesk support calls, answer users' inquiries regarding computer software and hardware operation to resolve problems. Resolves user issues, document requests and results, and follow up.

Duties and Responsibilities
  • Troubleshoot and solves client PC issues
  • Answer user's inquiries regarding computer software and hardware operation to resolve issues
  • Thoroughly document issues and resolution
  • Take ownership of assigned tasks and be able to effectively communicate status to team lead
  • Understand IT SLA metrics and participate in escalation processes to mitigate potential failures
  • Follow IT department guidelines and procedures related to computer setup, software installation and general
  • Set up and remove software, hardware or equipment for employee use, performing or ensuring proper installation of cable, operating systems and appropriate software.
  • Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
  • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Confer with staff, users, and management to establish requirements for new systems or modifications
  • Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
  • Modify and customize commercial programs for internal needs
  • Oversee the daily performance of computer systems
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades
  • Coordinate workers engaged in problem-solving, monitoring, and installing data communication equipment and software.
  • Work and collaborate with other IT Teams to achieve organization success
  • All other duties as assigned
Knowledge & Skills
  • Customer Focus - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Troubleshooting -- Determining causes of operating errors and deciding what to do about it.
  • Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Computer System Knowledge -- Has a good working knowledge of hardware systems and software systems so that he/she can provide the needed support to users.
  • Systems Evaluation -- Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system
  • Service Orientation -- Actively looking for ways to help people. Anticipate customer needs to ensure no barrier to doing business
  • Systems Analysis -- Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes
Qualifications (Education, Training, Certification, Licenses, Experience)
  • Overall Experience – Minimum of 3+ years knowledge in computers, entry level troubleshooting.
  • Experience with Windows 7, Microsoft Office 2010 Suite
  • Experience with Active Directory
  • Experience with Helpdesk support, SLA, escalation processes and procedures, and problem reporting and tracking
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