Help Desk Specialist

Position Title: Help Desk Specialist

Work Location: Santa Clara, CA (Onsite)

Assignment Duration: 6 months (possibility of extension)

Position Summary:

Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP, BOP's.

Background & Context:

Provide a positive customer service experience to the customer; participate in other projects as requested.

Key Responsibilities:

* Review problem tickets and respond to user within established standards

* Resolve open tickets in a timely and professional manner

* Following established SOP, BOP's

* Manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved

* Provide a positive customer service experience to the customer

* Participate in other projects as requested

Qualification & Experience:

* Strong customer service

* Strong interpersonal, organizational and communication skills

* Ability to work in a fast paced changing environment

* Understanding of Windows based applications

* Ability to diagnose application software and hardware problems

* Ability to recognize priority issues and escalate accordingly

* Ability to translate technical terms into non-technical language

* Working knowledge of: Modems and data communications, checking PC network connections

* Identifying and correcting memory issues

* Resetting network and Internet passwords

* Using browser and network utilities

* Resetting Internet proxy configurations

* Install and setup applications

* NT navigation and directory structure

* Windows disk utilities to correct common errors

* Network error messages to determine causes

* Associates degree in Computer Science or a related discipline, and at least two, typically four years experience in IT or an equivalent combination of education and work experience

* Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently

* Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs