Help Desk/desktop Princeton, NJ FORMAL DESCRIPTION BELOW Reporting to the helpdesk manager, the helpdesk technicians(2), role is to ensure that the day to day activities for the helpdesk afford staffs the ability to effectively complete business tasks. This involves working effectively to deal with user issues, while serving as a resource for other technicians in order toprovide the highest level of support to foundation staff. This support includes the use and administration for helpdesk request tracking tools. Technician(2) also act as a go between for network related issues, as they are entrusted with access to advanced support capabilities, enabling them to assist other helpdesk staff in providing problem resolutions. Support must be provided at all levels which includes problem identification, remote control and desktop support, with the involvement of network resources as needed to ensure support needs are being met. REPORTING RELATIONSHIP(S) Reports to the help desk manager ESSENTIAL JOB RESPONSIBILITIES Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Provide support to Foundation staff in the management and use of Web 2.0 technologies. Work on Foundation teams to help craft and implement strategy for the user of Web 2.0 technologies. Provide technical support for technologies, where as escalation for advanced requests is routed for next level troubleshooting. Provide support for specific support forNetwork related issues, where permissions have been afforded to effectively resolve issue without escalation. Track and enter client information within the support software database. Manage support subject creation within SDE to ensure efficient tracking along with accurate reporting. Manage process related workflow within SDE to ensure proper delegation of work for process related support issues (HRACD) Identify and track concerns related to users issues, software, applications, and network problems to present to superiors within the department. Coordinate the efforts of the other helpdesk staff to ensure accurate and consistent problem resolutions. Engage other helpdesk staff to arrange for scheduling and coverage to ensure the foundations support needs are being met. Provide training and guidance to other helpdesk staff regarding problem resolution, and department/foundation policy. Represent the helpdesk at bi-weekly Infrastructure meeting in order to address concerns, identify problems/ resolutions and provide informational updates. Serve as a backup to the Helpdesk manager (as needed) for daily issue briefings, IT orientations, laptop/wireless card request. Project manage the video production area within Foundation Services. MINIMUM REQUIREMENTS College diploma or university degree in the field of computer science or equivalent work experience. Knowledge of basic computer hardware. Experience with desktop and server operating systems. Working knowledge of a range of diagnostic utilities. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Ability to absorb and retain information quickly. Ability to quickly learn new tools and technology which are incorporated into the IT environment Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. PHYSICAL REQUIREMENTS/WORKING CONDITIONS The incumbent performs job duties in a normal business office environment. Tasks are generally carried out with no specific or unusual physical or environmental demands. While performing the duties of this job the incumbent is regularly required to sit at a desk and work with a computer for extended periods of time. Specific physical abilities required by this job include operating basic office equipment such as personal computers, duplicating machines, fax machines and standard office telephones. The incumbent may be required to attend meetings, both on-site and off-site, via phone or videoconference. COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies: Intellectual Competencies: Computer Skills - Is proficient with Microsoft Office and Outlook and comfortable learning new software. Self-knowledge Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Written Communication - Writes clearly and persuasively; presents numerical data effectively; varies writing style to meet needs; able to read and interpret written information; responds effectively to sensitive inquiries; writes creatively, but in adherence to RWJF written style guidelines. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Analytical - Collects and researches data; uses intuition and experience to complement data; designs work flows and procedures; reads, analyzes, and interprets documents. Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities. Interpersonal Competencies: Customer Service - Demonstrates tact, diplomacy and professionalism while, planning, developing and responding to request from both internal staff and external organizations; responds promptly customer needs and requests for service; solicits customer feedback to improve service; manages difficult or emotional customer situations; meets commitments; Relationship Building Is proficient at building and maintaining positive relationships both within the Foundation and with outside colleagues. Interpersonal Skills - Promotes good interactions between and among staff and resolves conflicts where necessary; focuses on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new approaches to complex issues; willing to provide constructive criticism to supervisors. Oral Communication - Speaks clearly and persuasively in positive or challenging situations; listens and requests clarification; responds well to questions; demonstrates effective group presentation skills; participates in meetings. Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and receives feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed. Self Management Competencies: Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals. Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions. Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. Adaptability Adapts to change in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits additional effort and work when necessary to reach goals; Time Management Manages deadlines for self and team; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed. Task Management Competencies: Planning/Organizing - Prioritizes and plans work activities; demonstrates attention to detail; uses time efficiently; sets realistic goals and objectives; uses time efficiently; organizes or schedules other people and their tasks; develops realistic action plans. Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity. Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention. Leadership Competencies: Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Change Management Develops workable implementation plans; communicates change effectively. Visionary Leadership - Looks for ways to fulfill the vision; shows commitment to the organizational mission and guiding principles; displays passion and optimism. Organizational Competencies: Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; respects diversity. Business Acumen Understands and supports Foundation mission, Guiding Principles and Promise; understands business implications of decisions; aligns work with strategic goals. Diversity - Demonstrates knowledge of and shows respect and sensitivity for cultural differences; promotes a harassment-free environment. Please send resumes to AbbeyGbadamosi@technisource.com
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