IT HELPDESK

Primary responsibility is to provide day-to-day technical and end-user help desk support .

Perform independent analysis, troubleshooting and problem solving.

Act as the primary help desk contact to include receipt and routing of help desk requests and ticket progress tracking through completion.

Provide one-on-one consultancy to end-users via phone, email and automated help desk application.

Coordinate and act as the central help desk communication liaison between the software development and management teams.

Work with development and project management staff as appropriate to determine and resolve issues.

Assists with escalations from other team members.


Required

A minimum of two years experience in Information Technology.
A minimum of two years experience in supporting a help desk specifically in the area of resolving software application issues
A working knowledge of government customer practices and procedures.

Must have strong problem solving and communication skills.
Critical thinking, creativity and independent judgment are expected.
Must have a comfort level with face-to-face end-user problem resolution.
Must have a proven ability to build relationships with customers, users and colleagues.
Must have strong organizational skills as well as the ability to multi-task.
Must have strong customer support skills with a demonstrated ability to anticipate and meet customer requirements.
Must be a self starter able to execute tasks with minimal supervision.
Must be a team player.