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DUTIES:
SUMMARY
Responds to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk. Coordinates with other Information Techology areas to resolve problems if necessary. Support hours for the help desk are between 6:30 AM and 4:30 PM. Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services.
DUTIES AND RESPONSIBILITIES:
1. Problem analysis and resolution
a. Logs all help desk calls or email requests into Problem Reporting System and updates problem profiles.
b. Analyzes and resolves problems with a goal of 90% First Call Resolution.
c. Supports at a minimum Microsoft Office, Windows XP and 2000, Site Standard Desktop, Remote Access, Filemaker, Lotus Notes Client, Password Administration, Hardware Diagnostics, BI Query (SRS Data Warehouses), Data Network Fundamentals, and Web technology.
2. Direct Help Desk Requests
a. Completes requests for Password Resets, hosting and un-hosting of Filemaker files, printer, hardware diagnostics and special desktop releases.
b. Logs all help desk email requests into Problem Reporting System.
3. Problem prevention (when time permits)
a. Investigates causes, tests solutions, and puts solutions in place to reduce calls to the help desk.
b. Fixes causes, not just solutions. Works to eliminate recurring problems and reasons to call.
c. Promotes effective use of technology.
d. Watches for trends that indicate potential problems and then eliminates the problems before they happen.
4. Customer Service
a. Must learn to think of the customer as the most important part of the job.
b. Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
c. Promotes a professional help desk image and sells the value of the help desk.
d. Understanding help desk priorities and objectives and taking an active role in accomplishing these objectives.
5. Participates in other ITS groups
a. Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.
b. Passes feedback from customers on to the End User.
6. Communication
a. Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
b. Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
c. Keeps customers informed of progress on problems that cannot be resolved on first call.
7. Training
a. Keeps current on all the technology used in the environment supported.
b. Takes training that continues to develop interpersonal skills.
REQUIRED QUALIFICATIONS:
Education:
Bachelor Science degree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE).
Experience/Skills:
They must have 1-2 years work experience in an IT support function or a customer service oriented, call center environment. Candidate must demonstrate knowledge and abilities in the following:
1. Focus – The ability to remain focused on what is important to the business despite distractions. Commitment to team/department/company; understanding the help desk’s role in the company.
2. Problem Solving – The ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixes.
3. Proactive Thinking – The ability to take initiative to make improvements. Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learning.
4. Communication – Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification of requests. Responds well to questions. Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations. Writes clearly and informatively. Edits work for spelling and grammar.
5. Customer Skills – The ability to interact with customers in a polite and professional manner. Regards customer as most important part of job; respectful of customers and manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance.
6. Professionalism – Uses time efficiently. Approaches others in a tactful manner. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions.
7. Teamwork - Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity. Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives. Ability to help desk agents and makes self available to STR/Alt STR and others.
8. Flexibility - Performs a wide range of tasks, responding to changes in direction and priorities. Accepts new challenges, responsibilities and assignments. Works outside of ordinary routine. Views problems or business situations from both own as well as another’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizes new and unique methods to resolve issues. Possesses versatility demonstrated through performance and/or some experience in multiple skill sets.
9. Team/Company Fit – Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work over time; doesn’t need any hand holding.
10. Technical– The ability to learn technical product information quickly and accurately. Working knowledge of:
a. Office **
b. Windows XP/2000 **
c. Remote Access (VPN/SecurID)
d. Filemaker
e. Lotus Notes Client
f. Password Administration
g. Hardware Diagnostics
h. BI Query
i. Data Network Fundamentals **
j. Intranet
** Required
Physical demands:
While performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work environment:
While performing the duties of this job, the employee will have a cubical exposed to normal noise level in the work environment.
Work Hours:
A 40 hour work week is scheduled. ITS is presently using the 9/80s AA schedule (9 hours/day, five days a week, Monday – Thursday and 8 hours on Friday, BB schedule 9 hour/day, 4 day work week, Monday – Thursday, off Friday). Work week excludes SRNS holidays. Each work day has a 30-minute lunch.
Area Security Access:
A security clearance is not required.
Performance Requirements:
Analyst must achieve at least 95% Start Time by being logged on the phones and in “Ready” mode within 5 minutes of their start time or return from breaks. After one month training period analyst must be able to resolve 90% of calls handled. Average monthly talk time must be lower than 420 seconds and must have less than .05% missed calls. Analyst must maintain good customer service by not receiving more than 1 complaint per month.
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