Specialist, HelpDesk Representative

Job Description

Responsible for providing the user community with the highest quality first level support relating to solving computer and other IT related hardware or software or IT related questions. Logs and tracks incidents received in current call tracking software. Responsible for being aware of IT related processes, issues and projects relevant to and that may impact the user community.

Responsibilities

• Respond to and/or be available to receive requests from the user community pertaining to questions or problems relating to computer and other IT hardware or software applications. Attempt to resolve the problem or answer the question at the first contact by referring to IT GHD knowledgebase article.
• Logs requests/problems as outlined in HelpDesk documentation. If unable to immediately solve, triage or escalate the request or technical incident to the second level of support. Track and follow through on all requests and incident to completion
• Be involved with IT Accounts Processing for on/off boarding, procurement, etc. by either actively handling requests or supporting the team during these activities.
• Through various informational repositories, research, and training; acquire and maintain current knowledge of the Grace IT environment, application, support policies/processes, service disruptions, and IT projects to provide accurate information and solutions to customers.
• Handles Technology and Site related technical outages by following crisis management process.
• Responsible for all Onboarding/Offboarding (Provisioning/Deprovisioning) and Mobile procurement/feature requests (for US users)

Required Qualifications

• Technical proficiency and troubleshooting skills in currently supported versions of operating systems and software applications is required. Experience should include (but is not limited to): e-mail systems (such as Outlook 2016/365), Office application suite (such as Office 365), Operating Systems (such as Windows 7, Windows 10, etc.), and Collaboration tools (such as Skype for Business, Sharepoint 365). Should have experience supporting and troubleshooting PCs, monitors, printers, local area and VPN network connectivity, etc.
• Ability to maintain professional, courteous, helpful demeanor at all times, especially when discussing problems with a customer.
• Possess superior analytical and problem-solving skills in order to quickly ascertain and concisely report the problem or question at hand.
• Superior ability to read, comprehend and execute tasks effectively based on documented processes.
• Position is subject to work Monday – Friday. Position is also subject to work on weekends on an on-call basis as defined by the Weekend Coverage schedule rotation. Overtime is paid per the policy for the time worked on Weekend Coverage.
• GHD staff are required to work all PH holidays except for Christmas and New Year's Day unless approved time off requests are granted. Christmas and New Year are covered by an on-call volunteer basis. Overtime is paid per the policy for the time worked on the holidays.
• Preferably with 3+ years of HelpDesk working experience.
• College / Bachelor's Degree

Benefits

• Guaranteed 14th Month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.