The IT Helpdesk Support Specialist will be responsible for project management and all desktop solution implementation projects including research, planning, scheduling and deployment.  Candidate will be responsible for managing and maintaining the Service Desk Incident tracking system.

The IT Helpdesk Support Specialist will be responsible for project management and all desktop solution implementation projects including research, planning, scheduling and deployment.  Candidate will be responsible for managing and maintaining the Service Desk Incident tracking system.  In addition, the Helpdesk Specialist will be responsible for resolving or escalating calls that have been entered into the support system by Level 1, reviewing problem tickets and responding to users within established standards; resolving open tickets in a timely and professional manner; managing crisis escalation and providing a positive customer service experience to the customers.  The applicant will be provide second level support for client operating systems and application software, providing assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, operating and applications systems for all issues escalated from level one while supporting and analyzing each support situation. The IT Helpdesk Support Specialist must have the ability to diagnose application software and hardware problems and provide solutions, recognize priority issues and escalate accordingly, translate technical terms into non-technical language, maintain and manage PC imaging solution for all varieties of PC Hardware, assist with arranged associate moves as they relate to the relocation of computer equipment and work with vendor support as necessary to resolve service issues. *Performs other duties/projects as assigned.

The ideal candidate will possess the following qualifications: An MCP certification, MCSE and A+ Certification and/or 5-7 years of related business experience in service desk or other client facing technology environment.  In addition, the candidate must be proficient with MS Office Applications (Word, Excel, Access, MS Exchange, MS Windows Operating Systems, and Service desk support software) and support management and remote control software (including Citrix, SMS, WebEx, metaframe, Active Directory, IE7, IE8, TCP/IP).  Proven application support skills to manage and maintain the incident tracking system including familiarity with HTML coding and SQL database concepts.  The IT Helpdesk Support Specialist must be skilled and knowledgeable in all aspects of PC hardware and software, printer support and troubleshooting and have demonstrated ability to work with a team and to interact with individuals at all organizational levels.  Our ideal candidate will have strong verbal, written, and interpersonal communication skills, the ability to manage multiple tasks and priorities, the ability to work independently with minimal supervision and to support varying work schedules as required.  In addition, the candidate will be self-motivated and possess a friendly, can-do attitude.