The Temporary Help Desk Specialist role is to ensure proper computer operation so that end users can accomplish business tasks by supporting the agency's desktops, laptops, mobile devices, network, telecommunications systems and all Microsoft based software. Ensures adherence to service level agreements (SLA) and KPI metrics and standards. The help desk specialist ensures timely customer service utilizing via telephone, web portal, email, and chat to ensure end user's satisfaction. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

ROLES AND RESPONSIBILITIES

Strategy & Planning

• Alert management to emerging trends in incidents.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Deploy computers, mobile devices and other hardware
• Assist in software releases and rollouts according to change management best practices

Operational Management

• Provide support to end-users relating to incoming requests to the service desk via telephone, web portal, email, chat and in-person to ensure courteous, timely, and effective resolution of end-user issues.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Inspect equipment and read order sheets to prepare for delivery to end users.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Perform post-resolution follow-ups, as required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Research solutions through internal and external knowledgebase and contribute, as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Provide technical support for software maintenance or use including:
• Resolving, installing and testing software
• Perform preventative maintenance, including checking and cleaning of servers, computers, printers, etc.
• Monitor computer system performance to ensure proper operation.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Collaborate with others to determine design specifications or details
• Remain current on industry standards and trends
• Assist with special projects, as directed

QUALIFICATIONS

Required Skills and Education

• Minimum education requirement - Associate's Degree
• 2-4 years of experience required
• Excellent customer service skills and attitude
• Strong working knowledge of Microsoft Office products, Active Directory, Exchange, WSUS, Group Policy, Networking Concepts and 3rd party client management tools
• Detail oriented and ability to track and communicate across the user base
• Demonstrated the ability to multitask and follow through on longer term objectives
• Strong communication skills (excellent oral and written skills are required)
• Demonstrated proficiency in Healthcare Applications, preferred
• Ability to maintain priority and focus, yet flexible enough to alter when called upon
• Proven ability to maintain confidentiality of information according to CHC policies
• Ability to travel to various CHC sites as needed to perform the job
• Ability to effectively support remote users via phone, email, and desktop remote control software

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Position requires physical exertion, 50 lbs. or less including transport and setup of devices and peripherals

COMMUNICATION SKILLS

• Excellent oral and written communication skills are required.
• This position must interface with patients, family members, community agencies and other providers within the organization.