Position
Systems Support Specialist

Date Listed:
6/21/2010 9:56:00 AM

Location(s):
TX - Dallas

Description:

Systems Support Specialist
Reports to: Director, End User Services

Position Summary:  Provides Level II desk-side technical support including answering user PC, printer and software questions.

Essential Duties and Responsibilities:  Specific duties of this position include, but are not limited to:

• Researches, provides and documents accurate solutions to user problems on a timely basis
• Evaluates and prioritizes tickets. Effectively escalates and documents all support calls for which resolution at Level II is not possible
• Updates and maintains the IT Service Management tool through input of resolutions to issues and/or tracking of issues that are escalated to a higher level.  Enters data on a timely basis and documents all troubleshooting steps.
• Clearly communicates escalation to all parties involved. Monitors the successful resolution of the ticket and provides appropriate progress reporting and status as necessary
• Monitors support activity and informs both team and management of any perceived trends, positive or negative, in tickets being received and/or solutions being used.
• Acquires and maintains a high level of knowledge of relevant products, current support policies and procedures and methods of support delivery
• Recognizes sense of urgency and responds appropriately
• Assists with the investigation of end user concerns as well as the delivery of an appropriate remedy and response.
• Proactively, on a regular basis, tours all floors and visits end users
• During Outage situations, tours all floors to keep end users informed, answer questions and provide general downtime assistance as necessary
• Acts as a Subject Matter Expert on one or more technologies
• Proactively contributes to the Knowledgebase at every opportunity
• Participates in special projects as requested
• Conducts quarterly asset inventories, completes moves/adds/changes of assets and documents appropriately as per procedure
• Responsible for all stock assets, their issuance and appropriate tracking of stock assets per procedure
• Fills in for Applications Support Specialists on the Service Desk as requested
• Other duties as assigned by management

Knowledge, skills and abilities:
• High School Degree or GED required
• Associates Degree or 4 year college degree strongly preferred
• Certifications preferred: A+, Net+, MCDST
• Advanced knowledge and ability to troubleshoot word processing applications including macros
• Proficiency with MS Word, Excel and Outlook
• Advanced knowledge of remote access applications
• Solid understanding of networks and their relation to end users
• Proven ability to detect and remove viruses and malware
• Legal application knowledge such as DocsOpen, IManage, Workshare Compare strongly preferred
• Effective written and verbal communication skills with unskilled or highly skilled users
• Excellent time management skills, including the ability to meet deadlines while paying attention to detail
• Ability to prioritize tasks and projects
• Ability to work within a team setting
• Ability to make quick and clear decisions in accordance with procedure and/or policy
• Proven ability to work within an environment that is fast paced and requires adaption to changing priorities
• Proven customer service skills in order to create, maintain and enhance customer relationships
• Ability to work overtime on an as-needed basis
• Physical requirements are:
• Sighted
• Good hearing and clear speaking voice
• Dexterity with hands and fingers
• Must be able to life pc equipment, printers and other hardware

Working Conditions:  Normal office exposure with little exposure to excessive noise and temperature.

Please submit resume and salary requirements to seperry@jw.com