Help Desk Information Services Specialist 3 #6520

NW Natural offers a Help Desk Information Services Specialist 3 opportunity to interested applicants.  The following is a summary of the position specifics along with the overarching job description.

 

 POSITION SPECIFICS

 Purpose of Position:

 

Serves as a member of the Information Services Help Desk team that provides a single point of contact for IS technology support and request resolution.

 

Position Essential Functions:

1. Ensures customer satisfaction by responding to requests made to the Help Desk and, whenever possible, providing immediate resolution (e.g., resolves the problem, answers the question, provides a work around, etc.)

2. Logs all incidents, problems and support requests reported to the Help Desk using the call management system [Remedy Action Request System (ARS)].

3. Receives ongoing instruction on analyzing problems, procedures and identifying and communicating resolutions to Help Desk customers.

4. Performs needs/problem analysis whenever immediate problem resolution cannot be provided, through effective questioning of the customer and records in ARS the request symptoms and status information.

5. Assigns an appropriate priority to the request.

6. Assigns the request to appropriate IS/NWN/external support person(s) in a timely manner, resulting in effective utilization of IS/NWN support resources.

7. Initiates request escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented/scheduled targets.

8. Analyzes logged request data and provides Help Desk team members with information that will facilitate problem elimination.

9. Participates in ongoing enhancements to the design and implementation of the call management system and the Help Desk request resolution processes.

10.  Tests new versions of tools for compatibility and applicability to business needs.

11.  Researches and recommends new software tools to fulfill business requirements.

12.  Develops training materials.

13.  Provides project deployment leadership for new systems.

14.  Monitors ARS inventory to ensure accuracy.

15.  Maintain site maps for the company.

16.  Coordinate all incoming security requests with the appropriate departments to ensure accurate set-ups in a timely manner.

 

Position Qualifications (In addition to required job description elements provided below):

· Bachelor's degree in Information Systems or related field, or equivalent combination of education and technical experience resulting in proven systems skills.

· A minimum of 5 years Help Desk/customer call center support experience of IT related technologies required. 

· MCSE certification preferred.

· Requires a strong dedication to quality customer service.

· Experience in the use of Microsoft Windows and a variety of PC software including spreadsheet, word processing, presentation graphics and database/information management is essential.

· Must have an understanding of request/call process management.

· Strong verbal and written interpersonal and communication skills.

· Superior telephone etiquette and the ability to deal effectively with customers, peers, vendors and management.

· Ability to organize/prioritize workload effectively and manage conflicting priorities.

· Strong problem-solving and analytical skills.

· Must have the ability to take initiative and be assertive in a professional environment.

 

JOB DESCRIPTION



 

Job Title:  Help Desk Information Services Specialist 3

Job Code: 534233

 

General Purpose
Conducts analysis, creates system specifications, develops, tests and/or implements engineering, scientific and business applications, operating systems, and/or file/database servers.  Utilizes existing or new technology in the automation of processes.  Evaluates software packages and provides recommendations to management.
 
Competencies

· Technical skills including programming, installation, configuration, and data base management.

 

· Analysis and design skills involving ability to gather data on systems issues, define alternative approaches, assess business impact, recommend cost effective solutions, and develop and implement those solutions.

 

· Project management skills, ability to develop and monitor work agreements and budgets, and to determine specifications, schedules, and deliverables.

 

· Communication and interpersonal skills for consulting with users to understand needs, define requirements, and provide effective solutions.

 

· Knowledge of current technologies, tools, applications, and vendors. Understanding of Company's existing IS environment and of applicable Company policies, practices, and procedures.

 

Decision Making/Impact

· Determines appropriate analysis, modeling methods and techniques for obtaining results.

 

· Provides input and recommendations regarding new technologies and system solutions for meeting business needs.

 

Education/Experience
Bachelor's degree in Information Systems or related field, or equivalent combination of education and technical experience resulting in proven systems skills.

Special Requirements
May require travel.

  Level 3:

Under general guidance performs complex assignments lacking precedent and requiring creativity.  Serves as an expert in the discipline, provides advice or functional direction, and/or assumes a lead role in the work group.

 

Disciplines: Help Desk
Activities related to providing support to personal computer users including problem reporting, resolution, installation of software and hardware.

 

 

Salary Range: $4,780 – $6,930 depending on qualifications (Grade 19)

Application Process:  Send complete application with resume and cover letter to Human Resources –Req. #6520

Deadline: September 13, 2008

 

Please visit our website, www.nwnatural.com for application instructions.