In the Help Desk Support position, you will use your experience and knowledge providing assistance and support for end users in the use of computer hardware, computer systems, and software. You will be responsible for answering questions, troubleshooting problems, running diagnostic tools, isolating problems, and finding solutions.
In this role, you will provide maintenance of the computer environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company’s PCs, printers, VOIP, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.
This role is expected to interact with team members to ask or answer specific questions on troubleshooting.
This position reports to the Director, IT & Operations.
Job Function
- Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware
- Respond to requests either in person or over the phone
- Write training manuals
- Train computer users
- Maintain daily trouble logs of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up computers
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install computer peripherals for users
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur
- Provide helpdesk support and resolve problems to the end user’s satisfaction
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Utilize and maintain the helpdesk tracking software
- Document internal procedures
- Assist with onboarding of new users
- Ensure each workstation has a computer, monitor, keyboard, mouse, phone, and any additional specialized equipment
- Install, test and configure new workstations, peripheral equipment and software
- Maintain inventory of all equipment, software and software licenses
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Perform timely workstation hardware and software upgrades as required
- Effectively communicate within department and cross-functionally, as appropriate
- Draft, compile and merge written documentation as necessary
- Participate in meetings and be dependable as a resource on assigned projects
- Identify and escalate concerns to the manager
- Provide manager with report(s) on status of program activity, closings, follow-up, and adherence to goals
- Other responsibilities as assigned
Knowledge, Skills and Abilities
- Analytical mind – excellent problem analysis and solving skills
- Excellent interpersonal and customer service skills
- Self-motivated, energetic
- Effective communication skills, written, oral, and listening
- Familiar with supporting imaging and backup software such as Ghost
- Certificates in the following are a plus: CompTIA A+, Network+, Microsoft MTA, VMware VCP, CCENT, CCNA
- Cisco or VMware experience is a plus
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Excellent attention to detail
- Must be able to multi-task, plan, organize and be systematic and methodical
- Must be able to work independently and as an effective team member
- Proficient in various software applications (i.e. Word, Excel, Outlook, browsers)
- Mature and positive attitude
- Learning skills and willingness to learn, open minded
- Stress tolerance
- Flexible, adaptable and responsible
Required Experience
- Windows 7, Windows 8.1
- Working knowledge of Active Directory and Exchange 2010
- PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Client PC connectivity – Wireless, Ethernet, TCP/IP and VPN
- Windows file server knowledge
- Experience with imaging software
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- 2 years+ experience working in a Windows environment