Help Desk Specialist - Onsite

Duties & Responsibilities:

• Provide comprehensive IT support for all ILI staff, at various locations and during company functions. This support may include:
• Troubleshooting and resolving hardware, software and network issues related to the imaging and reimaging of computers and hard drives using the appropriate software applications.
• Perform installations, moves, additions, changes, and the decommissioning of all ILI technology and user equipment including but is not limited to: desktops, laptops, tablets, desk and mobile phones, video and audio equipment and any/all other technology thatcurrently or in the future falls under the supervision of the IT Department.
• Provide timely customer support, via phone, the use of AnyDesk or other remote support tools or in person as the situation dictates.
• Maintain and update all company technology as needed or assigned by the IT Manager. Thisincludes but is not limited to: Computer Desktops, Printers, Copiers, Scanners, Webcams, Video, Cameras, Audio Equipment (microphones, mixers, Speakers, etc.) and any other equipment or software that currently or in the future falls under the supervision of the IT Department.
• Update and maintain the MetTel Mobile Equipment database including all moves, additions and changes for all new, current, and outgoing users and equipment.
• Maintain an inventory database of all user equipment. This includes tracking the reissuing, replacement and purchasing of equipment.
• Maintain training documentation as needed in order to provide initial training and ongoing support on the use of ILI’s phone system, hardware including but is not limited to: computers and tablets,printers, copiers, scanners, video and audio equipment, software and programs such as Outlook,Excel, Word, PowerPoint, Adobe, etc., databases and network technologies such as Foothold and any other equipment, software or program that currently or in the future falls under the supervision of the IT Department.
• Create new email addresses as needed and instructed.

Qualifications:

• Strong understanding of IT terminology.
• Must have experience in Microsoft Outlook, Word, and Excel.
• Desktop & Laptop experience using Windows OS.
• IOS /Apple experience.
• A , Network , and Microsoft Certifications a plus.
• Ability to understand and adhere to all company policies and work without supervision.
• Must be detail-oriented and self-motivating, polite, customer service-focused, and articulate.
• Ability to maintain a high level of confidentially pertaining to all aspects of Agency operations.
• Consistently able to provide excellent customer support to all levels of staff, representing a   personalities and management levels.
• Highly professional with excellent communication skills, professional attitude, and the flexibility to work alternate hours as needed.
• Strong break fix skills for desktops, workstations, notebooks, printers, and mobile devices.
• Experience with remote control of PCs and video conferencing knowledge including, but is not limited to, AnyDesk, Zoom or other remote support tools.