IT - IT HELP DESK SPECIALISTII

IT - IT HELP DESK SPECIALIST II Job Description
 

The IT Help Desk Specialist is responsible for providing technical support to team members. They will respond to incoming requests for IT and CRM support. They will resolve CRM issues related to set ups, system performance and act as a backup liaison between Columbia Association (CA) and our CRM provider. Among the many tasks assigned to this position, they will be responsible for resolving requests for CRM updates, monitoring progress and tracking system issues.

The IT Help Desk Specialist will provide first line of investigation and diagnosis for CRM outages, customer usage issues and assist with monitoring, resolving and escalating issues, if necessary.

An IT Help Desk Specialist will need to have excellent communication skills and will need the ability to learn CA’s IT infrastructure and CRM system.

The candidate for this position must have experience in supporting Windows 7/XP, Active Directory, Microsoft Office 2010 Professional, Adobe products and possess knowledge and expertis in Microsoft products- including server and desktops. This candidate must have knowledge and expertisein resolving issues relating to network connectivity, hardware, software, and end-user problems for all facilities’ Local Area Networks (LANs), printers, and peripherals.

Qualifications and skills:

• 1-5 years of experience.

• Must have experience in supporting Windows 7/XP, Active Directory, Microsoft Office 2010 Professional, Adobe products.  Audio/visual maintenance and support is desired.  Familiarity with Google Apps a plus.

• Possess knowledge and expertise in Microsoft Products - including Server and Desktops. 

• Possess demonstrated knowledge and expertise in resolving issues relating to network connectivity, hardware, software, and end-user problems for all facilities’ Local Area Networks (LANs), printers, and peripherals.

• Familiarity with CRM programs is a plus

• Must have a good driving record and pass Columbia Association’s defensive driving course.

• Desired but not required certifications include:

        Microsoft Certified Desktop Support Technician (MCDST), Computer Technology Industry Association Certification (A+), CompTIA PC and Network Technician (A+ and Net+), Helpdesk Institute (Customer Service Representative Certification), Microsoft Technology Associate (MTA).

Education:

• Bachelor’s Degree in information Systems or related field.  

Work environment:

Ability to work in an office setting.

Position may require extended hours including evenings and weekends, travel to multiple work sites and occasional out-of-town travel.