Helpdesk Specialist

New

Responsibilities:

Direct help desk support provided during the initial telephone or email contact.
Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers

ActivID ActivClient
Adobe Acrobat Pro 2023
Cisco AnyConnect Secure Mobility Client: Critical software for offsite VPN connection. Scheduled to be replaced by Zscaler.
Cisco WebEx Meetings
EPA Enforcement Economic Models
Esri ArcReader
Google Chrome
Google Earth Pro
IBM BigFix Client
Lexis for Microsoft Office
LexisNexis CaseMap
LexisNexis NoteMap
LexisNexis Sanction
LexisNexis TextMap
LexisNexis TimeMap
Microsoft Office (Outlook, Word, Excel, PowerPoint)
Microsoft Teams
OpenText eDocs DM
PSR Viewer
Pure Edge Viewer
Relativity Web Client
Relativity Web Client Manager
Rumba
Seiko Smart Label Printer
SmartDraw 2020
Stenograph CaseViewNet
Thompson Reuters Drafting Assistant
Thompson Reuters E-Transcript Bundle Viewer
Zscaler
Zoom

Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers:

Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
Maintain problem-tracking database to record user service requests.
Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
Manage print queues to ensure printers are working properly.

See also