Requirements

Helpdesk Specialist

Responsibilities:   

  • Responds to and diagnoses problems through discussion with users

  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps

  • Supervises operation of help desk and serves as focal point for customer concerns

  • Provides support to end users on a variety of issues

  • Identifies, researches, and resolves technical problems

  • Responds to telephone calls, email and personnel requests for technical support

  • Documents, tracks, and monitors the problem to ensure a timely resolution

  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware

  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

  • Simulates or recreates user problems to resolve operating difficulties

  • Recommends systems modifications to reduce user problems.

 

 

Minimum Education/Certification Requirements: 

  • Bachelor’s degree in Information Technology or related field or equivalent experience

 Entry Level (1-5 Years)  
Applies fundamental concepts, processes, practices, and procedures on
Technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.
 Journeyman (6-10 Years)  
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance. Metrics where applicable.
 Senior Level (11-15 Years)  
Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a
Technical expert across multiple project assignments. May supervise others.
Master Level (16+ Years) 

 

Provides technical/management leadership on major tasks or technology assignments. Establishes goals and plans that meet project objectives. Has domain and expert technical knowledge. Directs and controls activities for a client, having overallresponsibility for financial management, methods, and staffing to ensure that technical requirements are met. Interactions involve client negotiations and interfacing with senior management. Decision making and domain knowledge may have a critical impact on overall project implementation. May supervise others.