Job Details

IT Help Desk Associate (Temporary - 6 months)

Receives telephone calls from users seeking assistance with computer software, hardware, mobile devices, email, or operating systems. Diagnoses and troubleshoots initial hardware and software errors from users and identifies possible resolutions or support escalation needs. Enters detailed information into the help desk software and completes appropriate follow-up to ensure the problem is resolved. Resolves basic problems while on the phone (i.e. unlocking documents, resetting passwords, rerouting print jobs). Works with other IT team members to research problems and find solutions. Answers questions, applying knowledge of computer software, hardware, procedures, and internal knowledge databases.

Essential Functions:

• Develops and maintains effective working relationships with customers, vendors, and others
• Ensures customer satisfaction and addresses problems and complaints as they arise.
• Initiates timely communication with the supervisor regarding Help Desk problems and related measures as defined with the supervisor.
• Ensures the collection and maintenance of accurate department information as requested in accordance with the requirements of the company's information system.
• Receives telephone calls, emails and instant messages from users seeking assistance with computer software, hardware, mobile devices, email, or operating systems.
• Diagnoses and troubleshoots initial hardware and software errors from users and identifies possible resolutions or support escalation needs.
• Enters detailed information into the help desk software and completes appropriate follow-up to ensure the problem is resolved.
• Resolves basic problems while on the phone (i.e. unlocking documents, resetting passwords, rerouting print jobs)
• Works with other IT team members to research problems and find solutions.
• Answers questions, applying knowledge of computer software, hardware, procedures, and internal knowledge databases.
• Uses remote control capabilities to view user errors or to diagnose issues
• Sets up users for system access and security roles.

Non-essential Functions:

• Provides accurate, timely documentation of expenses and other information as requested.
• May write or revise user training manuals and procedures.
• May develop or assist in the development of training materials
• Trains or assists in training users on software and hardware.
• Assists in the maintenance of IT department inventory and purchasing systems.
• May create reports related to internal information technology specifications or needs
• Performs other duties as assigned by supervisor or designate.

Qualifications:

• Two-year degree in Computer Technology or the equivalent in work experience.
• Four-year Computer Science degree helpful.
• Knowledge of Windows PCs is essential.
• Ability to read, write and speak in English required.
• Prefer working knowledge of Microsoft Office (Excel, Word, Access, and PowerPoint), Internet, Outlook and SAP software.

Skills and Abilities:

• Excellent interpersonal, written and verbal communication and customer service skills
• Ability to effectively plan and organize.
• Excellent customer service skills include being competent, accurate, responsive and engaged.
• Ability to work effectively as a team with all BSE personnel.

Physical Requirements:

Frequency at which you would carry/lift in a typical day: Occasionally 0 33% Frequently 34 66% Continuously: 67 100%

Lift from Waist:

• < than 10 lbs. - Not at all
• 10 to 25 lbs. - Not at all
• 26 to 50 lbs. - Not at all
• 51 to 75 lbs. - Not at all
• 75 to 100 lbs. - Not at all
• 100+ lbs. - Not at all

Lift from Floor:

• < than 10 lbs. - Frequently
• 10 to 25 lbs. - Frequently
• 26 to 50 lbs. - Occasionally
• 51 to 75 lbs. - Not at all
• 75 to 100 lbs. - Not at all
• 100+ lbs. - Not at all

Carried for Distance:

• < than 10 lbs. - Not at all
• 10 to 25 lbs. - Not at all
• 26 to 50 lbs. - Not at all
• 51 to 75 lbs. - Not at all
• 75 to 100 lbs. - Not at all
• 100+ lbs. - Not at all

Frequency at which you would do the following in a typical day:

Sitting (a continuous period of being seated) - Continuously

Standing (for sustained periods of time) - Frequently

Walking (moving about on foot to accomplish tasks) - Frequently

Bending/stooping (downward and forward) - Occasionally

Crawling (moving about on hands and knees or hands and feet) - Not at all

Climbing/Walking Stairs (ascending or descending) - Frequently

Reaching (extending arms in any direction) - Frequently

Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally

Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally

Balancing (maintaining body equilibrium to prevent falling) - Occasionally

Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously

Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally

Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally

Grasping (Applying pressure to an object with the fingers and palm) - Frequently

Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously

Talking (expressing or exchanging ideas by means of the spoken word) - Continuously

Driving (the control and operation of a motor vehicle) - Occasionally

Desk work (work usually performed at a desk) - Continuously

Use of a computer - Continuously

Use of a telephone - Continuously

Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously

Exposure (to adverse weather & temperature conditions) - Not at all

Travel (travel needed to perform job duties) - Occasionally

Additional Information:

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer's discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.