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GIA Positions
Job Title: Help Desk Support Specialist
Department: Information Technology
City: Carlsbad, CA
Reports To: Manager, IT Services
Primary Functions:
Functions as an initial support contact for the IT Service Desk supporting the GIA end user community to identify, document and troubleshoot issues/requests.
Requirements:
One year certificate from college or technical school; and one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, and professional business correspondence.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
Ability to deal with a variety of abstract and concrete variables.
Microsoft Certified Professional (MCP), CompTIA A+ Certified preferred.
Responsibilities:
Initial support contact for the GIA corporate IT Help Desk. Interfaces with end-users and customers to identify system problems and resolve them.
Responds to phone, email and personnel requests for support.
Documents, escalates and monitors the problem to ensure timely resolution using the Service-Now service management suite.
Documents problem/issue resolution into knowledge base as a resource for future calls, and refers to previous calls in researching current problems.
Analyzes and diagnoses problems in hardware / software over the phone, email or using a remote connectivity solution providing first level support.
Performs basic end user administration (password resets, Active Directory updates, etc.).
Assists with administration of off-site backup tape storage and retrieval.
May provide IT support during departmental moves including, but not limited to, disassembling and moving personal computers.
Communicates effectively, gets along with coworkers and management, and deals with others effectively and professionally under pressure.
If you are interested in this position, please attach your resume to an email and submit to
Recruiter@gia.edu.
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