Helpdesk Specialist

100% REMOTE, SOME OFFICE MEETINGS, LOCAL CANDIDATES Bachelor's Degree or equivalent experience- Understand the organization's culture, philosophy and values- Strong written and oral communication skills to interact productively and efficiently computer end users, managers and remote sites. Demonstrate command of language, clarity of thought and orderliness of presentation. - Patience with a wide range of user knowledge and skills and the ability to work well under pressure. - Manage multiple concurrent objectives or activities, and effectively make judgments in prioritizing and time allocation - Gauge and communicate her/his own strengths and limitations - Provide solutions and best practices - Process information with high levels of accuracy - Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations - Maintain strict confidentiality of the firm's internal and personnel affairs. - Offer constructive feedback to and accept direct feedback from others - English, bilingual preferred.Actual Work LocationRhode Island, Providence, Rhode Island 02814All LocationsRhode IslandExempt / Not ExemptNon-ExemptWhat You'll Be Doing- Expert knowledge of application and systems analysis techniques and procedures, including consulting with users to determine hardware, software or system functional specifications - Design, development, documentation, analysis, creation, testing or modification of computer systems or programs based on and related to user or system design specifications - Documentation, testing, creation or modification of computer programs related to machine operating systems; or a combination of these duties - Provide technical support and problem resolution activities - Evaluate equipment requirements for individuals, groups and geographic locations - Install PC's and related hardware; investigate hardware problems and perform repairs. - Use technical tools and knowledge to meet or exceed performance standards and expectations - Develop a knowledge of co’s total computing environment and quality management processes and practices - Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner - Set priorities, perform triage and know when and how to escalate problems. - Track and monitor service requests to insure timely resolution; keep users informed of status. - Maintain thorough logs in the Support Tracking Software to assist the department in continuous systems improvement, track workload and resolve recurring problems.- Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools. - Work with the Human Resources Department to develop, maintain and provide IT training, classes and coaching. - Manage IT systems, component and software license inventories. Deploy hardware, install software and work with experts on WAN/LAN infrastructure maintenance and installation.- Maintain network, email, and application and telephone user accounts. Coordinate purchasing for the IT department. -