Help Desk Specialist # 012855

Kamehameha Schools has a Help Desk Specialist position available at Kawaiaha'o Plaza, O'ahu. The deadline to apply: 8/02/2012

Education:

Associates Degree in Information Technology, Computer Science or related field.

Summary of Minimum Requirements:

• 3-5 related work experience
• Excellent problem solving abilities and strong oral and written communication skills.
• Must be able to respond to problems effectively and efficiently while under time pressure.
• Excellent interpersonal and coordination skills.
• Must have strong telephone and customer service skills in order to deal with users with varying levels of knowledge in technology.
• Person must be reliable and committed to spending long periods of time on the phone to resolve and coordinate resolutions for users.
• Must also be able to coordinate multiple assignments and prioritize tasks on a daily basis.
• Minimum of 3 years of trouble-shooting experience in the area of technology; microcomputers (hardware and software), telecommunications, and other related technology.
• Strong working knowledge of standard microcomputer hardware, standard microcomputer software such as Windows, MAC OS, MS Office, graphics, utility software, and Internet.
• Good working knowledge of networking terminology; local and wise area networks; related data communications hardware and software terminology and concepts.
• Good working knowledge of standard AV equipment.

Summary of Duties:

• Provides the first line response, analysis, and timely and effective resolution to KS staff's technology related problems and requests.
• Based on level and area of expertise, provides second and third level support if warranted
• If calls are transferred to other IT staff, appropriately assigns and coordinates technical personnel in ITD to resolve problems/issues.
• Communicates and monitors both critical and routine technology updates.
• Must be able to work under pressure and multi-task during emergency situation.
• Coordinates help, tracks problems, reports status and ensures problem resolution for user reported problems or trouble calls.
• Coordinates and conducts training as appropriate.
• Analyzes monthly call data and creates adhoc and routine Help Desk reports for management review.
• Establishes, updates and maintains the Help Desk system.
• Works with users (internal and external) to establish, update and maintain Help Desk operation processes and procedures.
• Provides Help Desk related support to Project teams as needed.

HOW TO APPLY:

Interested applicants must apply online. Visit our website at http://www.ksbe.edu/careers & search Requisition Number 012855 for full job description, & to apply for this position. *Sorry, no resumes accepted via email, mail or fax.