Help Desk Specialist

Job Description:

Provide onsite deskside Tier 2 support through performing the following duties

Job Duties:

Performs/monitors standard processes or operations that are highly stable and/or relatively consistent in how to fix. TYPICAL EXAMPLES: imaging computers, replacing printer toner, disposing of outdated assets, and resolving trouble tickets from ServiceNow queues.

Documents recording and/or distributing information. Has some breadth, depth and/or frequency of interaction with external contacts. Typical examples include updating assets in Asset Center, following KB articles for problem resolution, and following unit specific processes.

Responsible for effective e-mail communications and ability to create and maintain basic

documents/records: TYPICAL EXAMPLES: --contact lists --process logs --problem incidence reports --customer information updates – exterior ship orders --inventory, maintenance or other service records--handling standard facilities administration requests

Responsible for recognizing problems with the processes/operations supported. Is responsible for resolving those problems with pre- established and documented solutions. Is responsible for reporting to others those problems that fall outside the scope of established procedures.

Maintains equipment, supplies, data supporting processes or operations. Typical examples includes scheduling routine equipment maintenance, ordering supplies, monitoring inventory, updating data records, and interacting with suppliers.

Applies some technical knowledge in the support of processes or operations TYPICAL EXAMPLES: --understanding basic printer operations to replace toner and pickup rollers, performing trouble shooting by following KB article to resolve end user tickets.

Job Requirements:

Knowledge of computing and networking concepts and fundamentals

Ability to use standard desktop load applications such as Microsoft Office plus intranet and internet functions.

Knowledge of computer security policies and a general overall knowledge of computer security concepts.

1 year or more IT experience preferred, but recent college graduates will be considered

Education Requirements:

Degree in an Information Technology discipline or equivalent experience. - High School or secondary diploma or equivalent

Notes:

Onsite

3rd shift 10:30 PM to 7:00 AM at client site.

Engine Works 3rd shift IT support

There is a weekend On-Call rotation that these positions will be a part of

OT is possible

Metatarsals are required on the first day

Some travel between Waterloo area locations is possible