Help Desk Specialist Job in Vocera Communications.

Position Description: The Help Desk Specialist offers support and technical assistance to the global Vocera workforce in completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Responds to alerts and queries, runs diagnostic programs, isolates problems, and determines and implements solution. Monitors system and security alerts and resolves or escalates to senior staff as needed. This role reports to the Manager, IT Infrastructure.

• Provide technical assistance and support for incoming queries and issues related to computer systems, networks, software, and hardware
• Maintain daily performance of computer systems
• Assist with training other staff members on troubleshooting and diagnosing problems; continuously improve training methodology
• Help write, edit and revising training manuals for new and updated software and hardware
• Respond to and monitoring alerts and resolving or escalating as appropriate
• Diagnose system errors and other issues
• Run reports to analyze common complaints and problems
• Install or change software to fix issues
• Perform security vulnerability scans and run associated reports when directed
• Assist with infrastructure project related tasks as needed

Competencies

• Professional level verbal, written, and time management skills
• Ability to switch gears from one project to another efficiently
• Microsoft Office 365 expertise
• General knowledge of information security
• Good customer service and communication skills
• Ability to take direction and learn on the job to further enhance skillset

Requirements

• BE in Computer Science Engineering or equivalent
• 5+ years in an IT support role
• Intermediate Windows and OS X knowledge
• Ability to troubleshoot and diagnose problems with a sense of urgency
• Experience with mobile device integration to Exchange via ActiveSync
• Solid understanding of Active Directory strategies and deployments, including daily management tasks and group policy
• No travel required