Help Desk - IT

Description

Primary Duties:

• Performs configuration, patching, testing, and debugging to support installing and updating new and existing applications. 
• Consult with users to identify operating procedures and clarify program objectives. Writes documentation to describe program configuration and integration points. 
• Participates in the testing process by developing detailed test scenarios, analyzing them, and certifying the software. 
• Installation and support of off-the-shelf and vendor-hosted applications and operating systems. 
• Reviews, analyzes, and recommends application systems to support the organization’s process automation goals; Communicate with staff, users, and management to establish requirements for new systems or modifications. 
• Provide friendly, courteous, and quality support to all users; Respond to incoming telephone calls, voicemails, web submissions, emails, chats, and face-to-face requests for assistance from users experiencing problems.
• Refer major hardware or software problems or defective products to vendors or other technicians for service. 
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software and hardware (including printers) 
• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications. 
• Develop training materials and procedures or train users in properly using hardware or software. 

Requirements

• Education:  Technical background or certification in the related field. A two-year degree or equivalent experience in a related area is preferred.
• Technology Skills: Experience with the following IT environments: Windows OS, email and Collaboration systems, Office 365,      Desktop devices—PC/Laptop/Printers/Mobile Devices. 
• Natural Focus on Customer Service Excellence: Commitment to consistently delivering high-quality work products and services in a timely and cost-effective manner; constantly seeking process improvement opportunities. 
• Communication Skills: Strong verbal, organizational, and written communication.
• Strong Work Ethic: Self-starting nature and conscientious and diligent work ethic, demonstrated flexibility and integrity, and a collaborative style to build strong relationships with diverse customer groups

Physical Ability: Must lift and carry computers or IT equipment up and downstairs when needed and maneuver in tight spaces