IT HelpDesk Support Specialist (ITHSS)

Job Description

Job Description

At AmaWaterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, AmaWaterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other—with genuine care, warmth and respect. AmaWaterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with AmaWaterways today.

SUMMARY: This position is primarily responsible for managing tickets through an online help desk system and phone. Creating and maintaining tickets will also be a priority as well as managing client appointments by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Core duties and responsibilities include the following. Other duties may be assigned.

• Assists our Network Administrators providing first and second level support for all our clients including workstation support, Microsoft Office support, printer setup and troubleshooting, user network connections, ShoreTel phones, and remote workplace technologies.
• Monitors all ‘High’ and ‘Major’ priority IT HelpDesk issues and properly escalate unresolved queries to the next level of support to ensure prompt resolution.
• Monitors IT HelpDesk records and analyzes reports, take preventative action to ensure Service Levels are met across the IT operational group.
• Performs hardware relocations, and re-configuration (e.g. personal computers (PC) and telephone).
• Provides telephone and customer facing support for initial fault diagnosis; liaises with customer throughout to ensure satisfactory resolution of problem.
• Creates and coordinates live webinars and on-demands which includes coordinating kickoff and setup, maintains files to accreditation standards, verify accuracy of materials, writes moderator scripts, hosts and moderates webinars, and sets-up of virtual classrooms. 
• Updates customer data and produces activity reports. 
• Walks customers through problem solving process.
• Follows up with customers, provides feedback, and sees problems through resolution. 
• Utilizes excellent customer service skills and exceeds customers’ expectations. 
• Ensure proper recording, documentation, and closure.
• Recommendation procedure modifications or improvements.

ACCOUNTABILITY: Carries out responsibilities in accordance with the organization’s policies and applicable laws. 

SUPERVISORY RESPONSIBILITIES:  This job has no supervisory responsibilities.

COMPETENCIES:  To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Collects and researches data.
• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situation.
• Project Management - Coordinates projects; communicates changes and progress.
• Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflicts, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things. 
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. 

Leadership

• Leadership - Exhibits confidence in self and others; accepts feedback from others.
• Quality Management - Demonstrates accuracy and thoroughness. 

Organization

• Business Acumen - Displays orientation to profitability.
• Cost Consciousness - Works within approved budget; conserves organizational resources.
• Diversity - Shows respect and sensitivity for cultural differences.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Strategic Thinking - Adapts strategy to changing conditions.

Self-management

• Judgment - Displays willingness to make decisions; includes appropriate people in decision-making process; makes timely decisions.
• Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence. 
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Safety and Security - Observes safely and security procedures; reports on potentially unsafe conditions; uses equipment and materials properly. 
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events. 
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. 
• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work. 

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:  Associate degree (AA) or equivalent from two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.

LANGUAGE SKILLS:  Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:  Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportion to practical situations.

REASONING ABILITY:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

COMPUTER SKILLS:  To perform this job successfully, an individual should have knowledge of and be proficient in: Contact Management Systems, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Certification as an A+ PC Technician.
• Certification as a Microsoft Certified Professional (MCP) highly desirable.
• Certification as a Microsoft Certified Solutions Expert (MCSE) highly regarded.

OTHER SKILLS AND ABILITIES:

• Communication and interpersonal skills
• User Training
• Problem solving and analytical skills

OTHER QUALIFICATIONS :

• Proven working experience in providing HelpDesk support.
• Previous experience in a Level 1 HelpDesk role in a large organization.
• Experience supporting local area network (LA), PC operating systems and desktop software.
• Experience in PC Hardware configuration.
• Working knowledge of HelpDesk software, databases, and remote control.
• Customer service orientation.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand and walk. 

The employee must regularly lift and/or move up to 10 pounds; frequently lift and/or move up to 25 pounds.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. 

The noise level in the work environment is usually moderate.