IT Help Desk Specialist

Information Technology Help Desk Specialist

General Responsibilities
•Provide phone based and desk side PC end-user 1st level support to all internal computer users in GN Store Nord A/S and its affiliated companies worldwide.
•Prepare and deliver PC’s and peripherals including mobile and fixed-line phones to end-users.
•Act as part of the Global Support Team and actively add towards the common goal of delivering First Class End User Support.
•Register, document, re-assign or solve, and close support incidents in a timely and professional manner according to SLA's.
•Communicate with end users and colleagues in a friendly and professional manner while providing all means of support.
•Follow up and document on assigned and re-assigned incidents and work pro-actively to enhance and improve the services offered by the team.
•Efficiently administer a hard- and software asset inventory system.
•Efficiently administer provided hardware and software procurement procedures.
•Follow and assist in developing standard operating procedures and other documentation.
•Deliver reports and other input in a timely manner to management upon request.

Technical Responsibilities
Responsibilities includes:
•Assist computer end-users using and optimizing use of GN Standard Application software and related personal computer equipment including peripherals. GN Standard Applications software includes, but is not limited to:
oMicrosoft Windows XP Professional
oMicrosoft Office 2003 Professional
oMicrosoft Visio and Project
oVerizon Business VPN client software
oAdobe Acrobat Reader
•Provide limited support on other Business Applications as per instruction by 2nd and 3rd line support i.e. the Business Applications Support or 3rd Parties. Such applications include, but are not limited to, Navision, Hyperion, Agile, Hearing aid fitting applications, CapNordic WorkFlow and Omada.
•Efficiently install client operating systems by provided automated or manual means. Install client operating system hot fixes, patches, and service packs when appropriate.
•Efficiently install and maintain GN Standard Applications and provide technical support as required. Apply hot fixes and patches as appropriate.
•Understand and effectively configure TCP/IP networking protocols on desktop computers, notebook computers, and printers.
•Effectively troubleshoot and solve computer and printer system problems.
•Effectively install, configure, and maintain mobile devices such as ordinary mobile phones, Smart Phones and Blackberry wireless devices.
•Create maintain and troubleshoot user accounts, group memberships and mailboxes in a variety of databases such as Active Directory, Exchange, RSA ACE Server and Sprint Dial-Up User Administration
REQUIREMENTS
Education
•Three to four years of formal IT training in computer science, management information systems (MIS), information technology, or an approved related degree will be preferred or equivalent experience.
Certification
•Microsoft Certified Desktop Support Technician (MCDST) or appropriate level of experience will be preferred.