SUMMARY:

The IT Help Desk Specialist will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations.

KEY RESPONSIBILITIES:

• Provide first-level contact to employees for IT-related issues and convey timely resolutions.
• Properly escalate unresolved queries to the next level of support.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Manage and respond to Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email, and computer chat.
• Walk customers through problem problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper logging, tracking, and resolution of customer-reported problems in ticketing system.
• Recommend IT-related procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.
• All other duties as assigned by Manager.

MINIMUM QUALIFICATIONS & SKILLS:

• Associate’s degree, technical degree, or equivalent experience. CompTIA A+ Certification a plus.
• 2+ years of experience working in a help desk environment.
• Demonstrated experience with Windows 10 operating system.
• Knowledge of Microsoft Office Suite required (Outlook, Word, Excel, and PowerPoint)
• Knowledge of Microsoft Active Directory and Microsoft Office 365
• Excellent understanding of Networking Technologies, TCP/IP, VPN, DNS, DHCP, and SMTP
• Familiarity with desktop/phone/tablet technologies
• Working knowledge of VoIP Telephony
• Experience with support of local and networked printers.
• Experience with support of remote access/VPN technologies.
• Ability to configure and deploy hardware and software.
• Experience using helpdesk ticket tracking systems.
• Excellent communication (written and verbal) and customer service skills.
• Strong problem-solving and decision-making skills.

PHYSICAL REQUIREMENTS:

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.

• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• This position requires the ability to occasionally lift office products and supplies, up to 10 pounds.
• Ability to sit for long periods; stand and walk frequently; and bend, stoop, and reach occasionally.

SALARY RANGE:

$55, 000 TO $72, 000 (based on experience)