posted Jun 17, 2010, 1:26 AM by Cezar Maroti
[
updated Jun 17, 2010, 1:35 AM
]
CLIENT: Federal
LOCATION: Seattle Downtown
POSITION REPORTS TO: On-Site Help Desk Manager
POSITIONS SUPERVISED: None
POSITION PURPOSE:
Under general direction, responds to, diagnoses and resolves more complex problems. Responsibilities include problem recognition, research, isolation, resolution, and follow-up steps. Involves use of problem management database and help desk systems. Is also assigned tasks (work orders) to complete involving hardware/software installations or upgrades, installing cables/network cards, and database/application development.
Job Description (Essential Functions and Basic Duties)
- Provide the majority of desk-side support, especially for more complex issues
- Develop user-requested Lotus Notes applications (e.g., creation of a document library, team room, discussion database, etc.) and provide minor design modifications
- Create tickets (UMRs) as required for each new user (set up and install hardware and software)
- Document resolutions to common problems and enter them into the knowledge base
- Collaborate with the Tier 2 team for more efficient and effective problem resolution
- Set up, test and install software for demonstration; maintain this software (i.e., perform needed upgrades)
- Reserve, issue, and set up all checked out demonstration equipment; ensure proper operation of this equipment; remove and return this equipment
- Execute work orders (tasks) for:
- Hardware upgrades and equipment roll-out,
- Packaging equipment for shipment,
- Software upgrades or installation,
- Installation of non-standard hardware/software,
- Basic database/application development
- Develop procedures for equipment check-out from check-out to return
- May provide guidance/training for less experienced personnel
- As time allows , may be assigned to Inventory Management, Shipping and Receiving, equipment set-up and configuration responsibilities, as well as Warranty/Maintenance and Repair/Disposal tracking
Job Requirements
- A+ Certified with one year of computer troubleshooting experience and desktop support experience OR one year information technology training and three years of computer troubleshooting experience and desktop support experience.
- Demonstrated work experience with the following operating systems and applications: Windows Operating Systems; Microsoft Active Directory; Lotus Notes software (including experience with Lotus Notes email, client-based applications, web-based applications, and remote use); Microsoft Office Suite applications (including Word, Excel, PowerPoint, and Access); Symantec Antivirus software; Citrix ICA client software.
Expectations/Performance Measures
- Treat every customer with utmost courtesy (i.e., via phone, walk-ins, in meetings)
- Reduce the backlog of trouble tickets by 10% per month
- Ensure complete follow through to a satisfactory resolution, including:
- Providing complete documentation for 100% of tickets, especially those forwarded to Tier 2
- Using the knowledge base to avoid unnecessary effort for known issues
- Complete 100% of new user tickets (UMRs) within 10 working days of receipt
- For 100% of assigned work orders (tasks)
- Provide proper documentation
- Ensure that instructions in the tasking statement were followed
- Provide task status to the On-Site Manager at least daily
- Strive to resolve issues at the lowest appropriate level – i.e., in priority order:
- At user’s desk
- With help from, or re-assigning to, Support Specialist-Senior
- By referring the ticket to Tier 2 (with review by Support Specialist-Senior)
|
|
