Help Desk - Support Specialist Tier I

This is a tier 1 helpdesk position providing computing support to Katz, Sapper & Miller partners, directors, managers, and staff.  The position is responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation for KSM supported products and services. 

Resolve IT Helpdesk problems reported to the KSM IT Helpdesk

• Field incoming help requests from end users via both telephone and e-mail.
• Provide first-level contact and problem resolution for all users with hardware, software and application problems. 
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. 
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Provide accurate and timely logging of problems and resolution for problems in the KSM knowledge base
• Escalate problems as appropriate following helpdesk procedures
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Utilize the service desk ticketing system to document all pertinent information regarding the technical issue.
• Prioritize and schedule problem resolution with end-users

Training and Quality Improvement

• Maintain in-depth knowledge of helpdesk supported products and services
• Work with IT Director and CPE Coordinator to identify computer training that will enhance and improve the technology services delivered to the customer.

Help Desk Documentation, Records and Procedures

• Review and update Help Desk documentation as assigned.
• Review and recommend modifications to helpdesk procedures with IT Managers.
• Gather and input data for regular helpdesk statistic reports.

Non-Technical Requirements:

• 2 - 3 years of experience in an IT support environment or Call-Center environment.
• The ability to participate in an on-call after hours support rotation.
• Excellent oral, written, and presentation skills to effectively communicate with all levels within the company by phone, e-mail, or in person.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
• Demonstrated analytical and troubleshooting skills.
• Shows initiative and acts independently to resolve problems.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• Must have a high level of self-motivation coupled with a strong work ethic.
• After-hours and weekend support is mandatory (January - April especially)
• Work may require extended or unscheduled hours.
• Ability to perform in a fast-paced, deadline-oriented environment.

 Technical Requirements: