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Form of workJob Description
SUMMARY
The NOC / Help Desk Specialist will work with a team and independently in our Network Operations Center to support our clients in the public and private sector.
The Specialist will serve as a first line of support to quickly and professionally resolve client support request. They will work with a team and independently to perform a variety of maintenance, software installation and end-user training tasks to ensure the client’s needs are met. In addition they will provide support to client staff by troubleshooting technical problems, advising users on appropriate action and making a decision about escalation to resolve client technical issues. They must perform responsibilities in accordance with all company standards, policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Communicate effectively and respectfully with end-users and co-workers
- Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
- Respond to queries either in person, over the phone or by email
- Train end users
- Maintain confidentiality of all client information being processed or accessed
- Investigate user problems and identify their source; determine possible solutions, tests and implement solutions
- Work with Team to manage Help Desk Ticket Board and ensure performance / target metrics are maintained
- Analyze support data on a regular basis to identify trends and make recommendations to improve any process
Our employee's research cuts through the fog of complexity in IT; we are able to demystify the many evolution's and innovations. In addition to communicating well with clients, we are experts at integrating a client's existing hardware and software with new technologies. This collaborative approach is successful because of the breadth and depth of our technical expertise; without our extensive experience and knowledge base, we would not be able to deliver this cooperative result.
We are a Woman Owned Business Enterprise (WBE) certified by the state of Missouri and an IBM Premier Business Partner and we service both private and public sectors.
