IT Help Desk I/II

Job Title: Service IT Help Desk I/II

Department: Information Technology

Reports to: IT Manager

Status: Non-Exempt; Full-Time

Benefits

• Compensation: $24 per hour DOE
• 401(k) matching and profit sharing
• Dental insurance
• Heath savings account
• Health insurance
• Paid time off
• Vision insurance

Summary

This position will be responsible for assisting internal end users and external customers with the management of desktop computers and vendor software tools. The role includes working closely with vendor support contacts and IT team to resolve technical issues and managing user administration for vendor accounts. This position will work in collaboration with the IT and Service teams to provide support to end users and customers while maintaining documentation and procedures.

Service IT Support Specialist

Essential Functions

1. Manage user administration and access requests for vendor accounts, including account creation, access management, and deactivation.
2. Assist end users and customers with the installation, configuration, maintenance, and updating of computers, peripherals, and vendor software tools.
3. Work with vendor support and end users to resolve technical issues related to vendor software applications, diagnostic tools, and hardware.
4. Track, troubleshoot, resolve, and document technical issues using the IT ticketing system, email, and phone.
5. Provide onsite support for local users and utilize remote support tools to assist offsite users and customers.
6. Develop, update, and maintain IT documentation, including standard operating procedures and service-related issue resolutions.
7. Collaborate with IT and Service teams to escalate tickets for resolution when necessary.
8. Train company personnel on the effective use of hardware and software, with an emphasis on service-specific tools and systems.
9. Participate in weekly IT team meetings to review ticket backlogs, discuss ongoing issues, and provide input for process improvements.
10. Provide support for vendor software access, licensing, and troubleshooting diagnostic tools.
11. Participate in an on-call rotation to address and resolve urgent service-related technical issues.
12. Travel occasionally to support service technicians at various locations.
13. Perform other duties as assigned.

Core Competencies

• Strong Communication Skills
• Excellent Organizational Abilities
• Ability to Manage Multiple Priorities Simultaneously
• Effective Time Management
• Analytical and Problem-Solving Skills
• Customer-Centric Approach
• Technical Aptitude and Troubleshooting Proficiency
• Adaptability of Emerging Technologies

Experience and Education Requirements

• 1-3 years of experience in an IT support role.
• Experience with remote support tools and IT service management (ITSM) platforms.
• Proficiency with Microsoft Office 365 applications, Windows 10/11, and fundamental IT troubleshooting skills.
• Knowledge of vendor-specific software tools used in the construction or heavy equipment industries is a plus but not required.
• Familiarity with mechanical systems, diagnostic tools, and service-related software is advantageous but not mandatory.
• Training and certification in Information Technology is a plus but not required. (e.g., CompTIA A , Microsoft Certified IT Professional)

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires frequent standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.  

Schedule:

• 8-hour shift
• Monday to Friday
• On call
• Occasional travel

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Salary : $24