IT Help Desk Support Specialist

Description

Life at Block Imaging:

Don't be fooled by our casual attire. Though casual in dress, we are an innovative group focused on making great business decisions. We've built our culture on transparency, authenticity, and teamwork. We strive to work hard and play hard; and we enjoy Summer BBQs, Holiday Parties, Annual Retreats, Book Clubs, Lunch & Learns, and the occasional Euchre Tournament to let off some steam.

General Job Description:

Provide competent, responsive, and courteous Level 1 support for team members and their technology. Proactively manage equipment upgrades and team member adds, removals, and transitions.

Requirements

 
Objectives:

• Capture 100% of requests as tickets in our service desk system.
• Fulfill service level agreements on tickets according to priority.
• Create a knowledge base with self-help resources to allow team to self-manage common tickets.
• Obtain consistently satisfactory team member feedback.

Essential Functions:

• Assist IT team in capturing all requests as service desk tickets.
• Build/Maintain the knowledge base.
• Create/Maintain documentation of issue resolution.
• Review processes/documentation created by other IT team members for clarity.
• Resolve service desk tickets or escalate them appropriately.
• Provide occasional off-hour support.
• Other duties as assigned.

Role Competencies:

• Excellent computer skills.
• Excellent written and verbal skills.
• Exceptional interpersonal communication skills.
• Innovative, independent thinking skills.
• Ability to work independently in a fast paced constantly changing environment while maintaining a positive and courteous attitude.
• Familiarity with conference room technologies such as GoToMeeting, video projectors, sound boards, audio systems, and video switching.
• Curiosity regarding how equipment and systems work.
• Strong attention to detail.
• Strong appreciation for adherence to well-designed systems coupled with the realistic demands of getting business done.
• Dedication to the concept of continuous improvement.

Cultural Fit:

Exhibit the Block Core Values of Community, Respect, Integrity, Pursuit of Excellence, and Innovation. Make choices that contribute to the development and reinforcement of the core values.

Qualifications:

Education: CompTIA A certification. Education B.S./B.A. degree in Information Technology or equivalent preferred, not required.

Experience: One (1) year experience preferred. PC hobbyist/maker movement is a plus. Practical experience in a help-desk environment.

Skills Requirements:

• High administrative skills.
• Attention to detail and follow through.
• Self-starter who can fill “down time” in productive ways.
• Advanced knowledge of computer software and operation and data entry.
• Organizational and self-management skills.
• Excellent communication skills.
• Ability to work cooperatively.

Supervisory Responsibilities:  Self-supervision.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.

• Physical activity that requires keyboarding, standing, sitting, phone work and filing.
• Physical activity that requires extensive time working on a computer.
• Physical activity requiring bending, stooping, reaching, climbing, kneeling, and/or twisting.
• Physical activity that sometimes involves lifting, pushing or pulling up to 75 pounds.

Environmental Expectations:

• Physical activity that sometimes requires exposure to loud noises that do not require ear plugs.
• Physical activity that rarely requires exposure to dust requiring a dust mask.
• Physical activity that rarely requires exposure to fiberglass insulation.

The above information indicates the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Benefits and Perks

We live out our mission, People Matter, through the care and benefits we provide our team. 

Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage. 

Paid Time Off: Full-time team members start at sixteen days of PTO and receive “people matter” days for volunteering in your community.

Profit Sharing:  Bonuses based on meeting company profitability goals.

Investment Plan/Budgeting: Investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.

Tuition Assistance: After three-months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.

Paid Parental Leave: Up to three weeks of paid parental leave following a qualified Family and Medical Leave Act (FMLA) qualified and approved leave.

Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.

Salary : $1,000 - $2,500