IT Help Desk Support Specialist, AFSCME MN Council 5 - South St. Paul, MN
| Department: | AFSCME Council 5 |
| Salary Range: | Competitive Salary |
| Grade: | |
| Posting Date: | 6/16/2009 |
AFSCME MN Council 5 is currently seeking applicants for the position of IT Help Desk Support Specialist. A brief description and qualifications for the position are shown below.
This IT Help Desk Support position is full-time (37.5 hours per week), Monday through Friday between the hours of 8:30 AM and 4:30 PM and shall be based out of the South St. Paul Office.
- Receive and record technical and/or application support calls from end users.
- Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
- Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
- Provide initial assessment of urgency and business impact on all support calls.
- Manage service requests, software installations, new computer setups, upgrades, etc.
- Record incident resolutions in the Help Desk tool.
- Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
- Support the following technologies: Microsoft Office 2007 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity, LogMeIn, VNC, and others as assigned.
- Monitor daily backups.
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
- High School diploma or equivalent.
- 1-2 years directly related work experience in a technical help desk position supporting Windows XP, Microsoft Office 2003 or later (2007 preferred), Internet Explorer and business applications in a business environment.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- Strong work ethic, detail oriented as well as excellent oral and written communication skills.
- Sound problem resolution, judgment and decision-making.
- Ability to lift and move equipment weighing 30-40lbs.
- Experience supporting Windows XP, Microsoft Office 2003 or later, Outlook in and Exchange Environment, Internet Explorer, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
- Experience with TCP/IP and general networking issues.
- Experience providing superior customer service and support.
- Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
- Strong interpersonal and organization skills, successful in working both independently and in a team environment.
- Strong problem solving skills.
- Adhere to all corporate policies and procedures.
TO APPLY: Send cover letter and resume to Lisa Altendorfer, IT/Building Resource Manager at:
- AFSCME MN Council 5, 300 Hardman Avenue South, South St. Paul, MN 55075
- Fax: 651-455-1311
- Email: Lisa.Altendorfer@afscmemn.org (No phone calls please)
DEADLINE: The posting for this position will close Monday, June 29, 2009 at 4:00 PM.
AFSCME MN Council 5 is an equal opportunity employer