Lead Help Desk Support Specialist

Basic Function Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from internal users experiencing problems with hardware and software. In addition, helps design and implement new IT systems and infrastructure. Reports to: Support Manager Duties and Responsibilities Help Desk a. Interviews user to collect information about problem and leads user through diagnostic procedures to determine the source of error. b. Determines whether problem is caused by hardware or software. c. Handles problem recognition, research, isolation and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. d. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. e. Prepares standard statistical reports, such as help desk incident reports. f. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. g. Consults with manager to explain software/hardware errors or to recommend changes to programs. Support a. Support - provides all levels support and problem resolution for end-users on standard platforms and systems. b. Training - schedules and/or develops/delivers training for use of standard hardware and software. c. Consulting and post-training support - maintains contact with end-users in a consulting, problem solving and data access role. Fosters interactive and integrative relationships between end-users. d. Research and vendor relations - maintains current understanding of technology and supports end-user needs for acquisition, installation and maintenance of standard hardware and software. Administrative and Organizational a. Gather data and maintain adequate documentation for analysis and management of computing support. b. Call software and hardware vendors to request service. c. Act as control point for running of user jobs. d. Gather information from users requesting additional equipment and prepare quotes and purchase orders. ***For Immediate Consideration please send resumes to Ken.Remy@RHT.COM***

Qualifications :
Required Qualifications Education -Required - High School diploma. -Preferred - Undergraduate Degree or Associates Degree or Computer Science Degree. Experience -Required - 2 to 4 years experience in a training and support environment. -Preferred - 2 to 4 years experience in an information center. -Specialized Training Required - MCSE or other Microsoft Certification required. In depth understanding of Microsoft operations systems and application software, specifically Windows XP, Office XP, Server 2003 and Exchange. An understanding of local area networks and network services. Other -Excellent written and verbal communication skills for effective communication with all levels of end-users being served. Strong analytical skills for problem solving and guiding end-user application of appropriate technology. ***For Immediate Consideration please send resumes to Ken.Remy@RHT.COM***

With more than 100 locations in North America, Europe, and Australia, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for IT initiatives ranging from Internet development and multiplatform systems integration to network engineering and technical support. Robert Half Technology offers online job search services at