Help Desk/Support Specialist

Provide complete customer support service as a single point of contact for all issues relating to IT and IS services for a specific customer. Responsible for recording incidents and providing various types of support to users. Maintain a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them. Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Answer users’ inquiries regarding software and hardware operation to resolve problems including requirements originating from a field location, escalate incident reports as needed, monitor ongoing issues. Communicate with users about problem progress, maintain record of daily data communication transactions.
• Establish equipment for employee use, including cable installation, operating systems, and appropriate software. Train users as necessary on hardware and software.
• Oversee the daily performance of computer systems, monitor events and perform corrective actions according to documentation.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Approve, schedule, plan, and supervise the installation and testing of new products and enhancements to computer systems.
• Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, site engineering plans, site surveys, and site installation Technical Design Packages and other IT changes.
• Test programs or databases, correct errors and make modifications as required.
• Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.
• Modify existing databases and database management systems or direct programmers and analysts to make changes.
• Plan, coordinate and implement security measures to safeguard information in computer files.
• Understand the implications of new information for both current and future problem-solving and decision-making. Combine pieces of information to form general rules or conclusions ( includes finding a relationship among seemingly unrelated events).
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Identify complex problems and reviews related information to develop and evaluate options and implement solutions.
• Display knowledge of the practical application of engineering science and technology, circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

QVine corporation is an Equal Opportunity Employer— M/R/D/V