BT Help Desk Specialist
a / k / a BT Computer Support Specialist - Level I)
Job Purpose :
Provide support to people and organizations using computer software or equipment and assist end-users having computer problems.
Operate within a formal help desk ticket queue system.
Essential Functions and Responsibilities :
Pay close attention to customers when they describe their computer problems
Assist end-users with submitted trouble-tickets or questions regarding software and hardware
Ask customers questions to properly diagnose the problem
Walk customers through the problem-solving steps
Document issues and solutions in Help Desk System
Provide support to safety and brigade teams
Assist HQ with office procurement and contract management (cleaning company, landlord, maintenance team, HVAC techs or any other vendors)
Set up or repair computer and related devices
Install software and desk systems
Train users to use new computer hardware or software, including printing, installation, word processing, and email
Manage physical assets, keep them up to date.
Drafting reports and making written recommendations
Overseeing building projects, renovations or refurbishments
Advise operation's manager on increasing energy efficiency and cost effectiveness
Ensuring that facilities meet government regulations and environmental, health and security standards
Managing budgets and ensuring cost effectiveness
Adhere to company attendance requirements and able to work assigned schedules
Adhere to client, company and regulatory requirements and policies
Use computers for long periods of time
Experience with Active Directory and Windows Server environment
Ability to troubleshoot break / fix issues on hardware components
Flexible shift coverage and availability on emergency issues of site location
Familiarity of help desk systems and remote troubleshooting steps
Knowledge of the Microsoft Office programs including Excel, Outlook, and Word support
Working understanding of basic networking and programming knowledge is a plus
Bachelor's degree preferred. High school diploma or equivalent. Requires solid computer knowledge with 0-2 years of related experience.
Interpersonal skills. Must be patient and sympathetic, often helping people who are frustrated with the software or hardware they are trying to use.
Listening skills. Able to understand the problem that the customer is describing and know when to ask questions to clarify the situation.
Problem-solving skills. Able to identify both simple and complex computer problems, analyze them, and provide a proper solution.
Speaking skills. Describe the solution to a computer problem in a way that a nontechnical person can understand.
Writing skills. Strong writing skills for preparing instructions and email responses for employees and customers.