Position Title: Help Desk Support Specialist

Department: Technology Development

Status: Full-Time

Reports to: Director, IT Service Management

Position Purpose

Serve as a Help Desk Support Specialist assigned to the Help Desk Team. Assist users experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Manage the recording, prioritization, and tracking of user incidents, requests, and resolve common incidents directly. Complex and/or high priority incidents are elevated to specialized support groups for resolution, but the specialist is responsible for ensuring that an effective solution is provided to the user. The specialist is the point of contact for IT user support needs. Staff assigned to this position will troubleshoot customer technical incidents on-site and in a remote support environment. Manage and maintain end user equipment including workstations, laptops, printers, and other devices.

Position Responsibilities/Duties/Functions/Tasks

• Provide a rapid response to reports of service interruptions, outages, service requests, and incidents received via multiple communications channels.
• Record required user and incident information in the Technical Assistance Solution Center (TASC); track the status of open service tickets using TASC.
• Establish the priority of recorded incidents and resolve common client service requests using available resources; determine the most effective manner to resolve the customers reported incident.
• Elevate complex and/or high priority incidents to the appropriate support groups for resolution.
• Verify that suggested solutions effectively resolve the users’ reported incidents; update the TASC ticket with the most current information; close tickets in TASC.
• Update technical information databases (knowledge base) as appropriate.
• Maintain end user equipment by performing installs or upgrades of software or hardware.
• Fulfil IT service requests related to the end user operations including accounts, groups, applications, and hardware.
• Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on current workloads and department needs.

Minimum Qualifications

• Requires any combination of education and experience (above the high school level) equivalent to a minimum of two (2) years in fields utilizing the required knowledge, skills, and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Preferred Qualifications

• Prefer recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Analyst, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Customer Service Representative.

Knowledge-Skills & Abilities required to perform satisfactorily

• Knowledge of industry best practices and standards for an IT Support Center Specialist or Customer Service Representative.
• Knowledge of IT Support software and monitoring tools.
• Knowledge of industry standards and best practices for IT Service Management.
• Knowledge of IT Support operational policies, standards, and procedures.
• Skill in communicating with technical staff, customers, and management.
• Skill in performing technical research and troubleshooting in the areas of hardware and software.
• Skill in basic technical documentation.
• Skill in the operation and/or use of information technology systems.
• Ability to provide rapid response to reports of service interruptions, outages and service requests received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).
• Ability to troubleshoot and monitor customer technical incidents in a remote support environment.
• Ability to help customers resolve technical incidents in a timely manner.
• Ability to document incidents, requests, and resolutions within TASC.
• Ability to determine the most effective manner to resolve the client’s reported incident.
• Ability to track the status of all open service tickets using TASC.
• Ability to maintain effective working relationships with management, department, user, and contracted personnel.
• Ability to receive, execute and effectively communicate complex oral and written instructions.

Physical Demands and Work Environment

• Requires light to medium work that involves walking, standing, stooping, and lifting some of the time and exerting up to 50 pounds of force, and routine keyboard operations.

Special Requirements

• All employees may be expected to work hours more than their normally scheduled hours in response to short-term department needs and/or company-wide emergencies.
• Must be available to work evenings, weekends, holidays, and overtime when required to meet operational needs.

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, or technological developments).

Liberty Tax Service is an equal opportunity employer.