IT Help Desk Support Specialist

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 Specialist 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.  Starting wage is $2849.00/month.

Job Duties/Responsibilities:

• 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 2010 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.

Desired Qualifications:  

• High School diploma or equivalent.
• 1-2 years directly related work experience in a technical help desk position supporting Windows XP, Microsoft Office 2010, 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 Outlook in an 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 Thursday, March 29, 2012 at 4:00 PM.