Helpdesk Specialist (Senior)
Responsibilities:
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Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.
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Work with the assigned lead for all desktop related projects to assist in user testing.
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Identify and document all applications and software to be tested, work with end users in specifically identified offices to ensure testing is completed and results are documented and shared.
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Provide input and recommendations as to deployment and scheduling.
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Assist with other members of desktop staff to deploy new or upgrade additions to present specifications. C. Installation and troubleshooting of printers, plotters, and copiers.
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Assist in monitoring the SHA Desktop Maximo queue, triage and resolve service requests assigned to the queue. Document resolutions in the service request worklog.
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Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
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Attend and participate in desktop support staff meetings, or other meetings within SHA as a representative of the desktop team, as required.
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Ensure SHA OIT’s SOP, policies and procedures are followed.
Basic Qualifications:
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At least five years of experience in Microsoft Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
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At least five years of experience using service desk software (opening, documenting, closing, follow up on service calls).
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At least five years of experience troubleshooting, repairing, installing, upgrading, and reconfiguring each of the following items: PCs, laptops, tablets, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners, and copiers.
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At least five years of experience in Email/ Scheduling: Microsoft Outlook 2013, 2016.
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At least five years of experience with Active Directory including troubleshooting PC and Microsoft hardware or software.
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At least five years of experience Installing and configuring desktop operating systems: Windows 7, Windows 10 & Office 365.
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At least five years of experience Installing and configuring server operating systems: Windows 2012.
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At least five years of experience Installing and configuring Microsoft Active Directory services.
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At least five years of experience Installing and configuring Remote control tools.
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At least five years of experience Installing and configuring System Center Configuration Manager (SCCM)
Preferred Certifications:
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Microsoft Certified Solutions Expert
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SQL Certified Database Administrator
Education:
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Bachelor's degree in a related field or equivalent experience.