What are the responsibilities and job description for the Helpdesk Support Specialist position at ACORD Corporation?
The Helpdesk Support Specialist is responsible for supporting the IT helpdesk systems, troubleshooting and support hardware, software, peripheral equipment, and networking. Additionally, they will support end users, deploy new hardware and software, maintain systems updates, vendor relations, etc. This is a hybrid position in Little Falls, NJ.
- Performs installations, repairs, and preventative maintenance on user computers.
- Troubleshoots end user hardware/software issues, printers/scanners/copiers, telephone/PDA/iPhone/Android equipment, and any other peripherals.
- Maintains record of reported hardware/software issues and remedial action taken, and installation activities.
- Assists with the development of training materials and procedures, and/or train employees in the proper use of hardware/software.
- Creates instructions for new enhancements to be distributed to employees and organize systems trainings for local and remote employees.
- Manages Help Desk software to respond and track staff issues and needs.
- Escalates technical issues to vendors as needed.
- Performs other ad-hoc work/special projects as necessary to support the IT Department on various client and internal initiatives.
- Exercises absolute discretion in handling confidential and sensitive information.
- BS in computer preferred.
- Minimum of two years of experience.
- Extensive knowledge and experience with Windows XP, 7, 8, 10, MS Office 2010, 2013, and 2016.
- Configures and deploys mobile devices.
- Demonstrates professional integrity.
- Dependable, flexible, and adaptable to changing client needs and initiatives.
- Ability to work well in a fast paced, small team environment.
- Must be able to work independently, multi-task, and prioritize effectively.
- Highly organized and detail-oriented; strong judgment and problem-solving skills.
- Highly motivated and goal oriented; proactive in one’s own education and career progression.
- Volunteers for and shows initiative on both internal and external projects and tasks.
- Dedicated to upholding high quality standards and customer service focus.
- Ability to establish and maintain effective working relationships with employees and clients.
- Strong oral and written communication skills as well as strong analytical skills.
- Experience with Microsoft DHCP, DNS, Active Directory, Microsoft SharePoint 2010 and Skype for Business-2016.
- Experience in Tier 1 and 2 technical support.
