Helpdesk Specialist

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: CaseSoft Apps - CaseMap, TimeMap, NoteMap, TextMap DataFlight Apps - Concordance, Opticon FileSurf IPRO LawPack Lexis LiveNote Microsoft Access Westlaw 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.

Created: 2026-03-10