HelpDesk Specialist

Project OverviewThe contingent worker will field incoming help desk requests from end users via both telephone and e-mail in a courteous\professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.Job Functions & ResponsibilitiesField incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous\professional mannerAccess the Footprints ticketing system to create or resolve ticketsAbility to RDP into a machine to fix an issuePreform password resetsResolve any VPN access issuesPerform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applicationsAbility to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)SkillsMinimum 4 years prior demonstrated experienceRemote phone supportExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skillsAbility to absorb and retain information quicklyAbility work independently with minimal supervisionSitting for extended periods of timeGeneral Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to supportWindows 10MS Office (versions 2016/O365)MS Outlook (versions 2013/16/ O365)Intune & WebmailCisco Jabber / Meeting PlaceActive Directory / Active Roles / Quest Password ManagerSAP & Maximo password unlock\resetsEnterprise\departmental applications specific to ClientPeriodically support other IT Groups as needed