Help Desk Support - Urgently needed in Baytown, TX. - Compensation: 18.00/HR in Baytown, Minnesota

The Help Desk Specialist will provide technical support for all Employees and clients (local and remote).
Responsibilities include, but are not limited to:
 
Responsible for First Level phone support - approximately 90% of time; provide technical support services via e-mail, phone and in person.
Respond to phone and email inquiries that are placed to the Help Desk; and directly interact with end user customers to resolve local and network related issues.
Work with other IT staff to roll out hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
Trouble shoot and diagnose hardware, software and connectivity issues for end users.
Report all hardware, software, network, copier and telephone problems.
Analyze and resolve moderately complex PC hardware, software, system access, network and other technical issues.
End user operation/procedure training and/or documentation.
Follow up with end users to ensure problems are resolved successfully and satisfactorily.
Gather relevant information, provide initial problem identification and propose solutions.
Track status of all ongoing issues and escalate to management as appropriate.
Maintain detailed documentation of each service call in an online ticket tracking system; log calls into a central database and escalate when appropriate.
Document and update written knowledge base policies and procedures.
Participate in development and implementation of standard Help Desk processes and procedures.
Work in a team environment as well as individually.
Be able to manage a heavy caseload and respond to user requests in a timely fashion.
Work a flexible schedule; provide off hours support on an on-call basis if necessary.
Provide timely, efficient and friendly service to all end users; display effective customer relation skills to enhance satisfaction.
Perform other duties as assigned.
Qualifications
The successful candidate will meet the following qualifications:
 
Associates degree or equivalent from a two year college or technical school; or a minimum of two years related experience; or equivalent combination of education and related experience.
STI or HDI Help Desk Analyst Certification helpful.
1-2 years Help Desk phone support or related support experience.
1-2 years experience in the support of networks and related systems.
Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN).
Windows XP Professional with Internet Explorer 6.0 or higher.
Remote Support through Citrix, VPN, and wireless methods on laptops.
Superior telephone etiquette.
Exceptional customer support and interpersonal skills.
Excellent verbal and written communications skills.
Respond with resume and cover letter.