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For your reference, we have included the original job posting below.
Senior Help Desk Coord
Job Number:
36766033
Company Name:
Swagelok
Job Location:
Solon, Oh US
Job Category:
Manufacturing & Production
Senior Help Desk Coord
Requisition Number 11-0165 Post Date 4/26/2011 Title Senior Help Desk Coord City Solon State Oh Description Position Summary: Responsible for providing second-tier support to our end users. Handles problems and insures that the first-tier of help desk support is unable to resolve. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. Fully understands best practices and consistently applies them to daily activities. Recommends systems modifications to reduce user problems. Maintains high level of technical skill in field of expertise. As needed, instructs end users in the appropriate use of equipment, software, and/or reference materials. Answers and complete service requests within service level agreements. Has professional approach with excellent customer handling skills
Key Responsibilities: . Exchanging information between I.S. and our customers in an efficient, easy to understand, and timely basis by following the Information Services communication standards . Proactively identifies and solves straightforward problems; analyzes possible solutions and assesses each using standard procedures or knowledge documentation. . Interprets customer needs, reviews existing procedures and identifies solutions to standard requests and incidents. . Understands patterns and trends in data and selects from a range of problem solving techniques; consults with experts to solve advanced problems. . Participate in testing, implementation, and roll out of new applications and/or Solutions . Support enterprise LAN/desktop/or MFG software and application environment, i.e., testing, piloting, installation, upgrades, roll-outs, inventory where applicable. . Work effectively with other Swagelok support to troubleshoot enterprise networking problems . Complete various changes, additions, and deletions to the Swagelok and Distributor environment, and provide customer training and support . Apply advanced technical support functions to resolve support . Ensure system availability and functionality . Create procedures, documentation, diagrams for support, and installation instructions where applicable. . Play an occasional contributing role on projects of low to moderate degrees of complexity . Coordinate and/or implement roll outs of OS, hardware, applications, etc. . Ability to work in a team environment as well as independently . Assume additional responsibilities as assigned . Off-hours support when necessary
Position Requirements: Education: Associate degree or equivalent experience required
Experience: 1+ years of experience with Local Area Networks (LANs), general understanding of the Wide Area Network (WAN), and 2+ years of experience in desktop operating systems, and 3+ years of with customer service, effective call handling, problem management, user requirement analysis and process, diagnostic questioning techniques, and service-level development.
Skills/Knowledge: Strong written and oral communication skills, Knowledge of application and network-based services: directory and domain model, user account administration, security and authentication model, file and print services, ability to troubleshoot server/PC problems, and knowledge of at least one type of network operating system.
Critical Competencies: In addition to overall Emotional Intelligence the following competencies are critical for this role: . Know Self: Emotional Awareness . Manage Yourself: Self-Control, Optimism . Social Savvy: Empathy, Customer Orientation . Manage Relationships: Communication, Teamwork
Scope of Position: . Physical Requirements: N/A . Estimated Budgetary Responsibilities: N/A . # Direct Reports: N/A . # Indirect Reports: N/A . % Of Time Spent Traveling Locally: N/A . International Responsibilities: N/A . % Of Time Spent Traveling Internationally: N/A
Requirements Position Requirements: Education: Associate degree or equivalent experience required
Experience: 1+ years of experience with Local Area Networks (LANs), general understanding of the Wide Area Network (WAN), and 2+ years of experience in desktop operating systems, and 3+ years of with customer service, effective call handling, problem management, user requirement analysis and process, diagnostic questioning techniques, and service-level development.
Skills/Knowledge: Strong written and oral communication skills, Knowledge of application and network-based services: directory and domain model, user account administration, security and authentication model, file and print services, ability to troubleshoot server/PC problems, and knowledge of at least one type of network operating system
