Help Desk Support Specialist
Location: San Francisco
Position Summary
The Help Desk Support Specialist provides hardware and software technical support to The Trust for Public Lands' user population (currently 300+ staff members) in its San Francisco Headquarters and regional offices across the country. Responsibilities include providing timely user support, implementing technology standards, and training TPL staff to effectively use enterprise applications and hardware.
Essential Functions /Responsibilities
General Support
- Receive first level issues and requests via telephone, voicemail, and e-mail
- Correctly triage, categorize and prioritize tickets as they are received.
- Resolve local and remote-site PC hardware, software, network, and communication problems on desktops, laptops and mobile devices. Support and troubleshoot printers, copiers, scanners and multi-function machines.
- Document and track user issues and requests in an incident management application. Create knowledgebase articles, and procedure documentation.
- Manage incidents throughout their lifecycle and follow-up with users in order to confirm incident resolution.
- Mentor and train other support staff on technical issues.
- Assist with management of TPL's software and hardware inventory.
Systems
- Deployment of new hardware and software as required, including move and reconfigure computer workstations
- Troubleshooting and support of e-mail Client (Novell GroupWise)
- General support of Windows XP/7, Microsoft Office 2010, etc.
Networking
- Perform first level network administration, including add/remove users, assign file/folder rights in Active Directory.
- Maintain password security, data integrity, and file system security.
- Perform user based data backups and recover as needed.
Smart Phone Support
- Install, troubleshoot, and manage Blackberries, iPhones and other smartphones.
- Install, troubleshoot, and manage E-mail client synchronization software (Notifylink).
Qualifications
- Minimum 2-3 years of PC support experience with an emphasis on hardware, software and smartphone troubleshooting and problem resolution.
- Minimum 6 months remote phone support experience and/or experience supporting multiple locations
- Excellent customer service and interpersonal skills; ability to work with all levels of management and staff.
- Extensive experience troubleshooting and resolving virus and malware related issues on client systems.
- Clear understanding and use of remote desktop control software for support of client systems.
- Thorough knowledge of Windows XP and Windows 7.
- Experience supporting Microsoft Office 2010.
- Experience supporting email clients; Novell GroupWise experience a plus.
- Basic familiarity with local and wide area networks.
- Symantec Ghost imaging experience a plus.
- Videoconferencing support and Apple OS X experience a plus.
- Ability to understand Tier 2/Tier3 Escalation Points
- Demonstrated proficiency prioritizing workloads and tasks between incident/problem management and assigned projects in fast paced environment.
- Must be able to read, write and speak English fluently
- Willingness to travel 2-4 times a year to remote office locations
How to Apply:
Please apply online.
The Trust for Public Land is an equal opportunity employer.
Posted: March 5, 2013
