Help Desk Specialist

Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems Perform initial problem analysis and triage problem to other appropriate staff when appropriate. Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance. Develop, implement, and/or participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends. Develop, implement, and/or participate in the distribution of network related information to users to include information such as help desk procedures and network handbooks. Participate in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage. Participate in on-site installations of network systems for users. Perform other related duties incidental to the work described herein.