The primary responsibility is to provide quality support and service delivery to end-users for new and existing technologies. The Senior Help Desk Technician ensures that MSH’s IS technologies and systems are well maintained and that quality operations and services are provided in a timely manner. S/he provides continuous improvement of the end users’ experience and service delivery and works under the supervision of the IS Support Manager and in close collaboration with other IS staff.
Specific Responsibilities:
Service Desk (40%)
- Proactive management of the help desk system by answering and/or assigning all requests that come through based on SOP, and assuring the completion of all tickets assigned on time and with quality.
- Keep the IT inventory system up-to-date.
- Create new and/or customize existing installation documentation to suit new equipment types or user configuration and keep all documentation current.
Troubleshooting (25%)
- Troubleshoot problems with computer systems, including hardware, software, e-mail, applications, network and peripheral equipment problems; make repairs and corrections where required.
- Assist with setup and troubleshooting of conference rooms’ equipment (Cisco Video Conferencing systems and WebEx) and other collaboration tools.
Training (15%)
- Conduct orientation for new staff and follow SOP and SLA for new and separated employees.
- Organize, set up, and conduct training sessions via WebEx, group seminars, and face to face.
- Regularly assess staff training needs in MSH standard applications and maintenance and communicate the need for training activities to manager.
Communication and Collaboration (15%)
- Learn and provide quality support/training in use of collaborating technology.
- Ensure high availability of IT equipment and routine monitoring based on SOP.
Administration (5%)
- Participate in IS staff meeting.
- Complete administrative work mutually at agreed-upon deadlines
Job Requirements
- Bachelor’s Degree in Computer Science or a related field or equivalent relevant experience.
- 2 years of related experience
Preferred:
- A+, Google and Microsoft certifications are desirable.
- Experience at an international organization.
Knowledge and Skills
- Extensive knowledge and experience in Enterprise Google Apps; training certification is a plus.
- Strong experience installing, maintaining, and troubleshooting MS Windows as well as other standard office software and applications.
- Good knowledge and experience with office and cloud based technology infrastructure such as networks, LAN/WAN, Wireless, DHCP, DNS, VPN, Voice, Printers, Copiers and basic network configurations and troubleshooting.
- Exceptional customer service skills.
- Has knowledge and experience of ITIL principles including incident, service request, problem and change management processes.
- Exhibits high level of troubleshooting skills, technology knowledge and problem resolution.
- Proven analytical skills.
- Excellent organizational, interpersonal and written/oral communication skills.
Competencies
- Ability to work under pressure with limited supervision and ability to take initiative.
- Ability to absorb and retain information quickly and work well with various skill levels of users.
- Ability to present ideas in user-friendly language.
- Keen attention to detail and end user experience.
- Team orientation in a collaborative environment.
- Ability to determine the resolution best suited for each situation.
Physical Demands
- Keyboard use, pulling drawers, lifting papers
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