GENERAL FUNCTION
The Client Support Specialist provides quality support of personal computers, operating systems, hardware and software with a high degree of customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers through telephone support (Service/Help Desk) and desk side support.
The Client Support Specialist is expected to both independently and collaboratively develop work plans for projects, establish deadlines, and ensure timely and effective completion of projects for overall customer satisfaction. Following established protocols, procedures, and policies, this position will be responsible for troubleshooting and solving hardware and software problems. Other responsibilities include successfully resolving help desk requests, PC/laptop/printer lifecycle management, asset management, application training and end user support. Must be able to interact with users, management, vendors and IT personnel in a pleasant, professional manner.
ESSENTIAL FUNCTIONS (RESPONSIBILITIES)
Essential functionsinclude, but are not limited to, the following:
The Client Support Specialist is accountable for all service tickets assigned to them, Wintel compliance and project work, not limited to the following areas:
1. Installation and maintenance of new PC desktops, laptops, and hardware peripherals.
2. Maintains, analyzes, troubleshoots, repairs and upgrades computer systems, hardware and computer peripherals.
3. Creates relevant and accurate documentation as required for training, validation and change management purposes.
4. Maintains professional level of knowledge of currently supported operating systems, hardware and software, including enhancements, planned fixes and upgrades by the vendor of the current desktop operating system.
5. Plans, tests and installs new versions of desktop applications and operating system and associated components to insure a productive desktop environment in accordance with BD and site standards.
6. Utilizes help desk software to track calls, maintains call history, and closes calls with appropriate resolution.
7. Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
8. On-call/after hours support will be required which will be handled according to BD policy.
9. Coordinates local IT activities with Global and Holdrege support groups as necessary. Participates as a member of Global IT Teams and participates and/or leads other cross-functional teams as appropriate.
10. Reports monthly activity to the Information Technology Team Lead in accordance with department guidelines and procedures.
11. Consistently models the highest level of service orientation and professionalism.
12. Supports and maintains accurate asset management information (including procurement, change and disposition) in accordance with BD Holdrege standards.
13. May provide technical support, analysis and recommendations for the overall maintenance, monitoring, control and performance characteristics of the PBX facilities and adjacent systems.
14. Maintains current SMS data for new installs and distribution of PC monthly security update packages.
15. Understands network & server basics for end user support.
16. May provide technical support, analysis and recommendations for the overall maintenance, monitoring, control and performance characteristics of the network infrastructure.
· KNOWLEDGE & EXPERIENCE
Education:
Two year degree
MCP Certification within 1 year
MCDST Certification within 2 years
Vendor Certification – Hardware
Experience:
Three years working with personal computers and end-users in a network oriented windows environment.
Knowledge/Skills/Abilities:
- Well developed communication skills, both verbal and written.
- Ability to translate problems of considerable scope and complexity into manageable tasks with measurable requirements.
- Ability to identify and solve complex problems.
- Ability to handle multiple tasks and set priorities.
- Knowledge of Active Directory, Windows 2000, Windows XP, Microsoft Office and Lotus Notes.
- Aptitude for systems thinking and creative problem solving.
- Must have demonstrated experience in trouble shooting, problem solving hardware and software issues, and reporting using a problem ticket reporting system (for example, Service Center or Remedy).
- A strong professional commitment to the customer coupled with an understanding of infrastructure, hardware, technical feasibility, and security issues is expected. Requires effective organization, planning, and analysis skills with a demonstrated ability to work on multiple projects and manage outcomes, in conformance with organizational goals and objectives, producing positive results and meet project deadlines.
· SUPERVISION
No direct supervision of others.
**Job:** **Helpdesk / User Support**
**Title:** **Client Support Specialist**
**Location:** **Nebraska-Holdrege**
**Requisition ID:** **HEL1002I*