Help Desk Coordinator

SUMMARY:   Under general supervision, p rovides first tier help desk support to all domestic L-3 employees located in both the Woburn, MA and St. Petersburg, FL facilities as well as employees in the field nationwide.  Answers employee questions and troubleshoots issues concerning PC?s, Blackberry?s, LAN, and Telephones. Uses a high degree of patience and problem management techniques to solve issues. Adheres to established standards in resolving issues.  Must be able to perform the essential duties and responsibilities with or without reasonable accommodation.  The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below. 

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 
Provides help desk support to all users, employing a high degree of customer service, technical expertise, and timeliness.

 
Research, resolve, and respond to questions received via telephone calls, emails, or through IT Ticket Console and place callbacks in a timely manner, in accordance with standards.

 
Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.

 
For higher level problems, gathers detailed information via telephone and  escalates as necessary to appropriate individual using the internal ticketing system.

 
Tracks calls and documents solution in IT database.  Follows through on resolution with users.

 
Provides administrative support to IT Department as time permits but is primarily responsible for answering IT Help Desk hotline.

 

 

QUALIFICATION REQUIREMENTS

 

 

EDUCATION and/or EXPERIENCE:

High School diploma required, Associates Degree preferred.  Minimum of two (2) years related experience in Help Desk/ IT Support.

 

 

OTHER SKILLS AND ABILITIES:

Has frequent interactions with employees, therefore, must be effective in interpersonal communication and exhibit proficient technical skills needed for problem solving.  Must be flexible and have the ability to multi-task under pressure.

 

Knowledge of MS Windows operating systems, especially Windows XP.  Experience with VPN a plus.  Familiarity with troubleshooting standard desktop software.  Proficiency in all MS Office applications.

 

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