What are the responsibilities and job description for the IT Specialist (Help Desk) position at Alliance For MultiSpecialty Research LLC?
Position Overview
The IT Help Desk is responsible for responding to and resolving incoming help desk tickets. This position will assist with preparing equipment for sites, installing and updating hardware and software, troubleshooting computer issues, etc in a timely manner.
To consistently embody AMR’s Core Values:
- Excellence and Consistency
- Collaborative Innovation
- Respect for our Subjects, Sponsors and Team Members
- Community
- Unimpeachable Ethics
The IT Help Desk Reports to the IT Director.
Primary Responsibilities:
- Maintain the IT ticketing service. Ensure all inquiries are resolved in a timely manner.
- Provide comprehensive remote and on-site technical support services.
- Assisting team members with technical difficulties.
- Create and maintain active user email accounts.
- Assisting customers and staff with hardware and software challenges.
- Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
- Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality.
- Install and configure appropriate software and functions according to specifications.
- Ensure security and privacy of networks and computer systems.
- Provide orientation and guidance to users on how to operate new software and computer equipment.
- Organize and schedule upgrades and maintenance without deterring others from completing their work.
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
- Report security concerns to IT Director.
- Review software licensing for accurate utilization and add/remove licenses as necessary to keep costs down.
- Special projects as assigned
- Other duties as assigned.
Desired Skills and Qualifications:
- In-depth understanding of diverse computer systems and networks
- Good knowledge of internet security and data privacy principles.
- Advanced computer software knowledge in various programs, i.e. Word, Excel, etc.
- Excellent task management and prioritization skills.
- Strong verbal and written skills
- Great interpersonal skills
- Keen and acute attention to detail
- Ability to work independently and demonstrate initiative.
- Positive, collaborative, and team-oriented.
- Ability to work in a fast-paced environment
- Excellent follow-up skills.
Alliance of Multispecialty Research does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factor.
** This job description is intended to be a representative summary of the major responsibilities and accountabilities of the staff holding this position. The staff may be requested to perform job-related tasks other than those stated in this description.
