Job Training Program

The Help Desk Specialist I provides first line support to the users of Gilbane’s Information Systems and telecommunications, including hardware and software problems via Help Desk toll free line.

Responsibilities: Answer, evaluate, and prioritize incoming telephone, voice mail, e‐mail, and in‐person requests for assistance from users experiencing problemswith hardware, software, networking, and other computer‐related technologiesInterview user to collect information about problem and leads user through diagnostic procedures to determine source of error and/or resolvetechnical issueLog and track calls using problem management database and maintain history records and related problem documentationPrepare standard statistical reports, such as held desk incident reportsRefer unresolved problems to the approproate IS staff for resolutionQualificationsKEY COMPETENCIES Communicate Effectively ‐ Listen to understand and clearly convey information in all forms based on the audience to ensure shared meaning ofthe messageAct Inclusively ‐ Ensure that actions and behaviors are respectful; show empathy and treat others with dignity. Leverage capabilities and insightsof individuals with diverse perspectives, abilities and motivation.Solve Problems ‐ Identify, prioritize and implement alternatives for a solution.Demonstrate Agility/ Adaptability ‐ Maintain effectiveness and adjust to change by exploring the rationale, trying new approaches, and collaborating with others to make the change successful. Create an atmosphere of open‐mindedness to change.Drive for Results ‐ Show passion and commitment while delivering on business outcomes. Create a sense of individual ownership andaccountability.Champion Innovation ‐ Identify opportunities for new and improved ways of doing things that result in value added, unique and differentiatedsolutions EXPERIENCE/EDUCATION High School Diploma or GED1 year of experience providing technical assistance to computer system user via telephone or remote locationMicrosoft Certified Engineer certification is a plusOr equivalent combination of education and experience