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OH- IT Helpdesk Support Specialist

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OH- IT Helpdesk Support Specialist
Post Date  4/22/2013
City  Westerville
State  OH
Work Location  Westerville, OH
Department  IT 60NS
Reports To  IT Supervisor


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.


Essential Functions  


1.    Resolving or escalating calls that have been entered into the support system

2.    Reviewing problem tickets and responding to users within established standards

3.    Resolving open tickets in a timely and professional manner

4.    Managing crisis escalation and providing a positive customer service experience to the customers

5.    Providing support for client operating systems and application software

6.    Providing assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, operating and applications systems for all issues while supporting and analyzing each support situation

7.    Diagnosing application software and hardware problems and provide solutions

8.    Recognizing priority issues and escalating accordingly

9.    Translating technical terms into non-technical language

10.  Maintaining and managing PC imaging solution for all varieties of PC Hardware

11.  Assisting with arranged associate moves as they relate to the relocation of computer equipment

12.  Working with vendor support as necessary to resolve service issues.


*Performs other duties/projects as assigned.






1.    MCP certification, MCSE and A+ Certification and/or 5-7 years of related business experience in service desk or other client facing technology environment. 

2.    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). 

3.    Proven application support skills to manage and maintain the incident tracking system including familiarity with HTML coding and SQL database concepts. 

4.    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. 

5.    Must  have strong verbal, written, and interpersonal communication skills

6.    The ability to manage multiple tasks and priorities

7.    The ability to work independently with minimal supervision and to support varying work schedules as required. 

8.    Must be self-motivated and possess a friendly, can-do attitude.


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