Beacon Hill Staffing Group
2501 West Beltline Highway
Madison, WI, United States
Help Desk Technologist
Madison, WI, United States
: Desktop Service and Support
Provide Help Desk support services including logging, tracking, troubleshooting, resolving, and escalating incidents related to corporate computing hardware and software to ensure system availability and functionality consistent with user and Company requirements.
Provides incident analysis and resolution services to support personnel who use the corporate computing environment.
Receives all customer incidents (problems, requests, or inquiries) via telephone or e‑mail and records them into the Help Desk Incident Management System.
Gathers and thoroughly documents all information required to resolve or escalate the incidents.
Delivers technical and functional solutions to incidents whenever possible by applying technical skills, knowledge, and available tools and resources as quickly as possible.
Adheres to all Help Desk processes associated with incident management to ensure standards and consistency in resolving problems and requests.
Performs activities to increase availability of the corporate computing environment.
Participates in root cause and trend analysis practices as specified by management for the purpose of investigating, resolving, and preventing problems to minimize the impact of outages and system failures on the user community and Company productivity.
Performs knowledge management activities to increase and improve information readily available for resolving problems quickly.
Contributes to achieving individual and group performance objectives as defined by management to ensure customer satisfaction and success of the Help Desk.
Demonstrates customer service excellence in day-to-day work activities.
Manages customer expectations of the Help Desk and Information Center team through excellent communication, high attention to detail, follow-through on incidents, and status reporting to customers, appropriate technical staff, and management.
Maintains required awareness of Company goals, initiatives, and business practices to make informed decisions about prioritizing and resolving incidents.
Demonstrates a courteous and professional demeanor when communicating with customers.
Regularly follows up on all open incidents to ensure progress toward resolutions.
Demonstrates appropriate strategies and techniques for effectively dealing with a wide variety of customer personalities and to ensure success of the Help Desk.
Participates in activities required to successfully support personnel who use the corporate computing environment including:
Maintains an awareness of industry trends as they affect corporate computing and support needs.
Demonstrates and maintains an awareness of technical skills and knowledge required to successfully support users in hardware and software used within the corporate computing environment.
Participates in educational events relative to the release of new products and applications, use of computing equipment and software, and support standards and techniques.
Demonstrates effective teamwork skills and abilities to ensure success of the Help Desk.
Education and Experience
High school diploma with one to three years technical experience in a networked computing environment.
Experience in supporting varying combinations of computing hardware, software, and networking systems.
Knowledge and Skills
Good conceptual knowledge of corporate computing hardware, software, and networking systems and their related components.
Strong working knowledge of personal computing hardware, software, and operating systems.
Strong interpersonal skills including active listening, oral, and written communication.
Able to effectively communicate technical processes with nontechnical management and staff.
Effective organizational and soft skills.