The Information Technology Helpdesk Specialist (ITHS) is responsible for end-user computer related support over the telephone and through the IT Help Desk Application. This person is required to interact regularly with computer users from all internal departments and our outside vendors in a tactful, diplomatic and pleasant way using technical staff for the following reasons:
1) to log and track requests for assistance and parts:
2) to gather and log appropriate demographic data related to each request, and
3) to communicate the status of problem resolution. The ITHS will also participate in the preparation of procedure manuals and documentation for help desk use, conduct periodic user satisfaction surveys, track user problem trends and make recommendations for improvements to the network systems. The ITHS is responsible for user badge creation, updating user information in the application database and additional tasks as assigned by the ITSM. The successful ITHS will have the opportunity to participate in the internal application development process of mission-critical applications by providing Alpha level testing on an as needed basis.