Help Desk Representative II

StraitSys Inc

Regular

The Help Desk Representative II is responsible for first level and second level support for all Yulista software and hardware. This position provides effective diagnostic evaluation of end-user Customer
needs and in all cases uses good judgment and timeliness in responding to and resolving each issue
or complaint to the customers’ satisfaction. Resolution includes but is not limited to the following:
Identify, research, and resolves technical problems, timely response to telephone calls, Yulista ticket submissions, email and personnel requests for technical support. The position also requires accurate documentation, tracking, and monitoring of problems to ensure a timely resolution. This team may also be called upon to deliver technical training and support needs for Yulista personnel and partners with telephone or ticket-based help desk activities. Support and demonstration of the Yulista values and expectations for customer support and satisfaction are the fundamental to this team.

ESSENTIAL FUNCTIONS

• Support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
• Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
• Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
• Receives telephone calls, tickets and emails from users having problems using computer software and/or hardware or inquiring how to use specific software, printing, email, or other computer applications/capabilities
• Ascertains from end users the nature of problem, determines whether problem is caused by computer hardware, printer, cables, or network. Formulate diagnosis and assists users through problem solving steps
• Identify trends in the Yulista ticket system and help desk support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity
• Reclaims hardware from departing employees and performs data retention in accordance with Yulista information security best practices and prepares the hardware for future use
• Performs computer imaging, configuration, preparation, and delivery of hardware to user base
• Assist the Yulista user base by performing computer program installation and troubleshooting assistance as required
• Effectively communicate the ideas, expectations, and goals while working with end users to achieve desired results

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities

KNOWLEDGE, SKILLS, & ABILITIES:

• Provide quality service to internal Yulista user base and external customers in all assigned tasks
• Strong computer literacy skills with an emphasis on software knowledge, installations, configurations and troubleshooting in a predominantly Microsoft environment.
• Ability to multitask in a fast-paced environment. Complete tasks with a sense of urgency and ownership. Maintain a positive attitude and provide excellent customer service for the Yulista user base
• Excellent telephone presence and task follow up skills
• Document tickets, standard operating procedures, and training (internal and external)
• Writes or revises user-training manuals and procedures
• Ability to be proactive and able to take direction and establish ownership of projects/tasks
• Excellent verbal and written communication skills
• Strong customer focus and a service-oriented attitude

QUALIFICATIONS:

• AS/BS Degree in a technology discipline or 4+ years of experience in IT support
• Prior help desk experience
• CompTIA A+ and/or Network + certifications desired
• Strong verbal, written and interpersonal communication skills
• Ability to work independently as well as cooperatively in a team-oriented environment
• Ability to successfully interact with all levels of management, other IT professionals, and end-users
• Strong analytic and problem-solving skills
• Open and responsive to change and demonstrates a commitment to the process of continuous imrovement by identifying and responding actively and with sensitivity to the needs of all customers

WORKING ENVIRONMENT:

A fast-paced multi-tasking customer service-oriented environment requiring a high degree of efficient and effective performance. Adaptability regarding schedule and task changes is necessary to accommodate changing priorities. Overtime is infrequent but may be required.

PHYSICAL/VISUAL/MENTAL/ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).

EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
 
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
 
The statements contained in this job description are intended to describe the general content and requirements for performance of this job.  It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
 
This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.