Help Desk Specialist

Viviano Flower Shop is looking for a Help Desk Specialist to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Job Summary
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Primary responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  
• Respond to queries either in person or over the phone.
  
• Write training manuals.
  
• Train computer users.
  
• Maintain daily performance of computer systems.
  
• Ask questions to determine nature of problem.
  
• Walk users through problem-solving process.
  
• Install, modify, and repair computer hardware and software.
  
• Clean up computers.
  
• Run diagnostic programs to resolve problems.
  
• Resolve technical problems with Windows, Linux, Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  
• Install computer peripherals for users.
  
• Follow up with users to ensure issue has been resolved.
  
• Gain feedback from users about computer usage.
  
• Run reports to determine malfunctions that continue to occur.

Competencies
Technical Capacity.

Thoroughness.

Communication Proficiency.

Learning Orientation.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m.

Travel
Minimal travel to branch locations to assist users if issue arises.

Required Education and Experience
Two years’ relevant experience.

Experience with Windows and Linux systems

Preferred Education and Experience
Experience in a customer service-related capacity.

Additional Eligibility Qualifications
None required for this position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.