Help Desk Support Covington, LA
CGB Enterprises Inc. is searching for an exceptional candidate to fill our Help Desk Support opening. Job description Investigates and resolves software and hardware problems of computer users by performing the following duties.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. *
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. *
Determines whether problem is caused by hardware such as modem, printer, cables, or telephone. *
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff i.e. PC Support Technician, Programmer Analyst, Network Engineer, Telecom Engineer, etc. *
Logs and tracks calls using problem management database, and maintains history records and related problem documentation. *
Prepares standard statistical reports, such as help desk incident reports. *
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. *
Consults with programmers to explain software errors or to recommend changes to programs. *
Calls software and hardware vendors to request service regarding defective products. *
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. *
Writes software and hardware evaluation and recommendation for management review. *
Writes or revises user training manuals and procedures. *
Develops training materials such as exercises and visual displays. *
Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training. *
Serves as back up to local PC Support Technician. *
Participates in on-call rotation. *
Other duties may be assigned as seen fit by immediate supervisor or IT Director.
Competency: To perform the job successfully, an individual should demonstrate the following competencies:
Identify and resolve problems in a timely manner. *
Work well in group problem solving situations.
Assess own strengths and weaknesses. *
Pursue training and development opportunities. *
Strive to continuously build knowledge and skills. *
Share expertise with others. Customer Service
Respond promptly to customer needs. Interpersonal
Focus on solving conflict, not blaming. *
Listen to others without interrupting. *
Keep emotions under control. *
Remain open to others' ideas and try new things. Oral Communication
Speak clearly and persuasively in positive or negative situations. *
Listen and get clarification. *
Respond well to questions. *
Demonstrate group presentation skills. *
Participate in meetings. Team Work
Balance team and individual responsibilities.
Exhibit objectivity and openness to others' views. *
Give and welcome feedback. *
Put success of team above own interests. Written Communication
Write clearly and informatively. *
Edit work for spelling and grammar. Ethics
Treat people with respect. *
Work with integrity and ethically. Organizational Support
Follow departmental and organizational policies and procedures. *
Complete administrative tasks correctly and on time. *
Support organization's goals and values.
Adapt to changes in the work environment. *
Manage competing demands. *
Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality
Is consistently at work and on time. *
Ensure work responsibilities are covered when absent. *
Arrive at meetings and appointments on time. Dependability
Follow instructions, respond to management direction. *
Take responsibility for own actions. *
Keep commitments. *
Commit to long hours of work when necessary to reach goals. *
Complete tasks on time or notify appropriate person with an alternate plan.
Prioritize and plan work activities. *
Use time efficiently. *
Plan for additional resources. *
Set goals and objectives. Professionalism
Approaches others in a tactful manner *
Reacts well under pressure. *
Treat others with respect and consideration regardless of their status or position. *
Accept responsibility for own actions. *
Follow through on commitments. Quality
Demonstrate accuracy and thoroughness. *
Monitor own work to ensure quality. Safety and Security
Use equipment and materials properly.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: May require an associate's degree in a related area and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
Supervision: Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.
Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from users/customers.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge which includes but is not limited to Microsoft Operating Systems, Microsoft Office, Networking, and Computer Hardware and Maintenance. As technology and business climate change knowledge of other computer skills may be warranted.
Certificates and Licenses:
No certifications needed
This job has no supervisory responsibilities.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
BenefitsAs a large