Help Desk Specialist

POSITION HIGHLIGHTS: Monday - Friday, Full time/benefits eligible Onsite at our office located off 84th and Dodge Enjoy an early out every Friday at 2:30pm Join a family-like culture with lots of opportunities for advancement   SUMMARY  Responsible for providing support on all company supported applications and platforms; troubleshooting computer problems and advise on appropriate action steps; assisting with installation and updates of hardware and software; and project-based work.               ESSENTIAL DUTIES AND RESPONSIBILITIES  •   Internal End User Support Functions:  Provide first-level contact and problem resolution for all users with hardware, software and applications problems; Respond to requests for technical assistance in person, via phone and electronically; Diagnose and resolve technical hardware (workstations, notebooks, scanners, copiers, printers, etc.) and software issues; Advise end users on appropriate actions steps; Follow standard IT System Support desk procedures; Log all service desk requests and interactions; Redirect problems to appropriate resources; Identify and escalate situations requiring immediate attention; Track and route problems and requests and document resolutions; Coordinate and relocate user workstations and telecom equipment when needed;  Provide professional customer service when working with end users on issues that arise.  •    System Support Functions:  Perform hardware (workstations, notebooks, scanners, copiers, printers, etc.) and software installations and upgrades; Evaluate and resolve software related issues; Test and analyze existing and new areas of the IT systems; Coordinate support between the different levels of IT and end users; Perform and track regular maintenance on user workstations, copiers, printers, and phones to ensure optimal performance.  •    External End User Support Functions: Support software installations for off-site agents; Provide support in using the email security portal and resetting of passwords on that portal.  •    Special Projects: Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management.  •    Performs other duties as assigned by management.    QUALIFICATIONS  EDUCATION / EXPERIENCE   High School Diploma or GED with minimum one (1) year experience in desktop support (college course experience only welcome to apply)   Training/experience with Windows Operating Systems and Microsoft Office Suite    SKILLS    Working knowledge of computer hardware systems and computer software programs used by SMS.  Knowledge of the general industry procedures, standards, systems, resources, practices and terminology.  Knowledge of general office forms, processes and procedures.  Knowledge of techniques to accomplish instruction, motivation and training of personnel.  Skill to train.  Skill in negotiating and problem solving to resolve internal and external conflicts.  Skill in the use of office equipment including computer, fax, printer, scanner, telephone system, etc.  Skill in maintaining effective working relationships with all internal and external IT customers.  Skill in project management.  Proficient computer skills (Microsoft Suite, MS Outlook software preferred).  Ability to communicate effectively, both orally and in writing, in a constructive manner.  Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.  Ability to provide technical support over the phone; effective phone skills, professional demeanor.  Ability to think creatively around problems and come up with creative solutions.  Ability to work responsibly with or without direct supervision.  Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.  Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.  Ability to engage in effective interpersonal interaction, verbal communication and written communication.  Ability to respond and learn at the appropriate level as he/she progresses in this position and is faced with new questions and situations.  Ability to read, write and communicate English effectively.  Ability to maintain all company policies, including all confidentiality and safety policies.  Ability to maintain a flexible work schedule to include evening and weekend hours as needed.  Ability to actively contribute to team effort.  Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) preferred.   #LI-AQ1