Description: The Managed Service Support Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Functions: Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriate team. Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts. Answer to and perform transfers, additions, and change requests as they are submitted by members of management. Ensure that physical desktop connections are in proper working order. Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment. Apply diagnostic utilities to aid in troubleshooting. Create and maintain up-to-date documentation of existing and new client systems and environments. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Provide network support on client systems. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop procedures and frequently asked questions lists for end users. Procure computer supplies as requested by IT management. Perform other duties as needed/assigned. Required Experience/Education: College diploma or university degree in the field of computer science and/or equivalent work experience. Possess Microsoft Support Certifications (preferred). Experience with desktop and server operating systems, including Microsoft technologies. Experience configuring and troubleshooting networking appliances and devices such as routers, switches, and firewalls. Knowledge, Skills & Abilities: Working knowledge of a range of diagnostic utilities. Ability to conduct research into a wide range of computing issues as required. Ability to present ideas in user-friendly language. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to absorb and retain information. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation for both internal and external customers. Experience working in a team-oriented, collaborative environment. Working Conditions and Physical Demands: Work in a fast-paced environment. Manage multiple tasks simultaneously. Work in an indoor office environment. Required to use hands to type, handle, feel or reach. Ability to sit for the majority of the workday. Required to use a keyboard and a mouse for the majority of the workday. Vision requirements include the ability to adjust focus and viewing a computer screen for the majority of the workday. The employee is required to talk in a clear, audible voice. The noise level in the work environment is low.
