Help Desk Specialist
Average Hours per Week:
Required Skills Tests:
This is a contract temporary position through the end of the year. Provides technical assistance to computer system users, not limited to PC setup, configuration, and installation; troubleshooting and resolving computer problems; diagnosing hardware and software systems; and operating systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.
Analyzes specific situations and plans solutions that will provide system capabilities required. Solutions range from simple instructions for the end user to ordering and installing a completely new system.
Documents all activities in an issue tracking system and keeps issues current.
Performs PC and appliance hardware troubleshooting, installation and configuration according to standards set within the IT department.
Performs software troubleshooting, configuration, and installation for end-user applications according to standards set within the IT department.
Whenever possible, works remotely to resolve the issue and travels to site of the issue only when other methods have been exhausted or guest service may be adversely affected.
Instructs end-users in proper use of IT equipment and software.
Provides input into process improvement for the department and the overall Enterprise.
Participates in training classes offered and actively pursues skill development to reach next level in his/her career path.
Responds to requests in a timely manner.
Sets, manages and delivers on expectations in accordance with service level that applies to each situation.
Displays good judgment and professionalism in decision making and knowing when to escalate problems.
Effectively delivers support to end users, other departments, and Enterprise activities in a 24/7 environment.
Practices Viejas guest hospitality standards while performing job duties and responsibilities.
Performs all related and compatible duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
Bachelor's degree in Computer Science, IT, Information Systems, or related area preferred
Two or more years of related experience
CERTIFICATIONS, LICENSES, AND/OR REGISTRATIONS
A+ Certification preferred
KNOWLEDGES, SKILLS AND ABILITIES
Must have hands on experience with Windows operating system and Office software
Experience with helpdesk software (Altiris preferred)
Understanding of TCP/IP and the effect of various PC configurations on heterogeneous network
Knowledgeable on security strategies, network shares, and shared device configurations on PCs
Formal Microsoft certification complete or in progress required
Ability to work in a 24/7 environment to effectively deliver support to end users, other departments and support enterprise activities as required
See above requirements
If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department.
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