I. JOB SUMMARY -
The Help Desk Technician is responsible for customer-centric exceptional services and support operations, which are founded on both industry and corporate standards. The Help Desk Technician provides technical and operational guidance and to foster overall alignment with CPSS customer-centric exceptional services and support and industry best practices. This role collaborates with Project Managers, External Vendors, IT Leadership, other administrators, and various technical team members throughout IT to develop operations to support complex business needs and deliver, implement, and train the Help Desk on the solutions. This individual will possess advanced communication and technical skills along with practical experience in multiple areas within their discipline (i.e. Support, Infrastructure, Data or Security). The Help Desk Technician is expected to manage the resolution of large and complex problems, challenges and issues that cross multiple teams and business units. The Help Desk Technician is expected to serve as a subject escalation point in several areas. They also possess the skills needed to be able to step into many roles within their Help Desk discipline.
II. ESSENTIAL DUTIES AND RESPONSIBILITIES
Process and Support (70%):
• Serve as the first point of contact for IT inquiries or customers seeking technical assistance over the phone, email or messenger.
• Provide remote troubleshooting, diagnosing and resolving technical problems related to software, hardware, and networks.
• Provide clear and concise instructions to users on how to resolve technical issues.
• Track of customer interactions and technical issues in the Service Desk ticketing solution to maintain Help Desk operational SLAs.
• Update support tickets, knowledge base articles and procedures.
• Assisting with hardware and software upgrades: This may include installing new software releases, updating firmware, and replacing hardware components.
• Consult with vendors and other CPSS IT personnel for problem resolution.
• Work complex incidents, perform troubleshooting, administer repairs. Meet team SLAs.
• Assist with security: Identity access management.
• Providing training to customers: Training and supporting customers on how to use new software or hardware, or how to resolve common technical issues.
• Participating in team meetings: Attend regular team meetings to discuss current issues, share knowledge, and improve processes.
• Perform other related duties to support the mission and critical success factors of the CPSS Technology department.
Technology Innovation: (10%):
• Seeks opportunity to automate, simplify and enhance Help Desk operations and processes.
• Maintains Help Desk goals and objectives to increase system efficiency.
• Actively participates in and assists with vendor contract negotiations for areas of technology expertise.
• Stays abreast of technology trends as well as how it pertains specifically to CPSS.
• Assists with strategy/roadmap and identifies and recommends new technology solutions to meet business needs.
Requirements Gathering, Design and Implementation (10%):
• Leads the collaboration of requirement gathering and technology selection.
• Manages projects. Manages the successful execution of project activities on changing organizational requirements.
• Participates in the design of information and operational support systems.
• Perform analysis of current environment to identify deficiencies and opportunities for improvement; recommend solutions.
Peer Leadership (10%):
• Actively coaches’ Help Desk Technicians, providing feedback, as necessary.
• Acts as a SMEs for key areas of expertise and drive key projects or ongoing support functions.
• Supports meeting agendas and expectations for the Help Desk touchpoint meetings with the Help Desk team and IT leadership.
• Provides highest tier level of customer-centric support for Help Desk issues.
• Keeping track of customer interactions and technical issues responding to incidents outside of SLAs.
• Escalating, delegating and assigning complex issues to senior administrators or Manger.
• Assist in development of objectives, standards, procedures and guidelines for the Help Desk
III. COMPETENCIES
• Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying innovative approaches, and collaborating with others to make the change successful.
• Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
• Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message, listening actively to others. Coaches others on team as needed.
• Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
• Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Integrity – Earns others’ trust and respect through consistent honesty and professionalism in all interactions.
IV. REQUIREMENTS
• High School Diploma, Degree in Technology, related subject, Certifications CompTIA A+, CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), or equivalent experience.
• 1+ years Prior experience in a help desk or technical support role, can be an advantage.
• 1+ years’ experience of hardware, software, and networking technologies, as well as experience with remote support tools, can be an advantage.
• Excellent analytical, technical, and interpersonal skills.
• Ability to adhere to risk management, change management, and configuration management policy, standards, procedures and guidelines.
• Ability to provide objective and impartial technology, platform, tooling assessments and recommendations, always ensures compatibility with strategic technology backlog.
• Passionate about technology, and have an interest in emerging tools, trends and techniques across the industry.
• Possesses or displays the ability to learn multiple technologies and systems.
• Professional experience demonstrating the ability to establish and maintain effective working relationships with all levels of employees and contractors, and to communicate ideas effectively, both orally and in writing.
• Able to provide a strong customer-centric support approach understanding customer needs and work to resolve issues in a timely and professional manner meeting team SLAs.
PREFERRED QUALIFICATIONS
Experience in areas of systems/security preferred: ServiceDesk Plus Cloud, Smart Deploy, Icon VN Phone System, Screen Connect, MS Intune, Sentinel One, MS Flows, MS SharePoint and (MS Authenticator and Duo Preferred) MFA. Windows Servers, Microsoft Office 365, Azure AD, Active Directory and services. Web Servers, Internet Information Services, Database Services, MS SQL, Print Services. Enterprise applications, Procede – Excede, Epicor and Autodesk.
WORKING CONDITIONS
This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. CPS&S is a smoke-free and drug-free work environment.
WORKING SCHEDULE
This job operates Monday through Friday 8:00-5:00 PM. The position may also require limited travel.
V. PHYSICAL DEMANDS
The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Continually speaking and hearing, giving, and receiving directions. Occasional lifting, pushing/pulling, carrying 50 lbs of supplies and materials is required.