IT Help Desk Associate

Description

Position Summary:      The Help Desk Associate is to  the first line of technical support to end users . Assist employees with telephone, email, computer or trouble ticket inquiries . As the first point of access for IT queries, this role provides support and incident management for IT systems faults and service requests. 

Essential Responsibilities:         

• Provide first-line response for users requiring assistance with  technology issues and problems. 
• Respond to requests for technical assistance by phone, email, and/or using a ticket management system. 
• Track issues to resolution by updating  internal knowledge base and/or communicating findings with relevant business units. 
• Maintain, develop, and support personal computers, tablets, smartphones, servers, network equipment, and common applications. 
• Monitor and escalate alerts from Antivirus systems.
• Monitor backup system alerts and escalates errors. 
• Support and maintain user accounts including rights, permissions, and systems groups. 
• Manage critical incidents and escalate issues to the appropriate Tier 2 and Tier 3 support teams as deemed necessary. 
• Quickly and accurately determine incident scope and impact. 
• Follow up on tickets at predefined intervals until resolved. 
• Act as a liaison between employees and technical escalation teams. 
• Install images on desktops and laptops 
• Maintain inventory and distribute and/or update equipment as needed including replacing hardware or software.  
•  Update PC bios, firmware, and drivers. 
• Perform minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements. 

Compensation:             $45,000 - $55,000 Annually                 

Work Schedule:          Monday thru Friday, 9:00 AM to 6:00 PM (minimum of 40 hours per week)/Full-Time. On call weekend shifts, if necessary

FLSA Status:               Exempt

IT Help Desk Associate (continued)

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for this position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job related duties requested by their supervisor in compliance with Federal and State Laws.

Qualifications are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  Continued employment remains on an “at-will” basis.

Qualifications

Qualifications:            

• Bachelor’s Degree or equivalent work experience
• A minimum of 1 year Help Desk experience
• Ability to diagnose and resolve basic network issues and understanding of networking concepts (LAN/WAN, DHCP, DNS, IP Protocols).
• Hands-on experience with both hardware and software troubleshooting
• Strong communication skills and the ability to work with different levels of employees.
• Strong problem solving and analytical skills.
• Certifications such as CompTIA A , Network , or Microsoft Certified IT Professional (MCITP) are a plus.

Salary : $45,000 - $55,000