What are the responsibilities and job description for the IT Helpdesk Support Representative position at Flaherty Sensabaugh Bonasso PLLC?

Job Description

Flaherty Sensabaugh Bonasso is seeking an IT Helpdesk Support Representative to join our IT team located in our Charleston, WV office. The best candidate for this role will be a self-starter with an eagerness to learn and build on existing IT knowledge. The primary function of this role is to support the technical needs of Flaherty's users located in each of our offices- Charleston, Morgantown, and Wheeling. This could be a great opportunity for an up-and-coming IT Professional looking for professional growth and development.

Duties / Responsibilities :

Identifies, investigates, and resolves users' problems with computer software and hardware.
Fields IT Support ticketing system, support calls, chat, email, and / or other communication from users with inquiries regarding software programming, connectivity, printing, password reset, or hardware complications.
Consults with users to determine steps and procedures taken to identify and resolve the problem.
Applies knowledge of computer software, hardware, and procedures to solve problems.
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and / or following verbal instructions.
Maintains network systems by installing new hardware, modifying existing hardware, and other duties related to software and applications.
Installs and maintains peripheral devices including printers, copiers, and other equipment.
Sets up user account provisioning; Responsible for computer set up and deployment.
Collaborates with other staff to research and resolve problems.
Communicates with software or hardware vendors for service to repair or replace defective products.
Assists in mobile device support as it relates to the firm function.
Maintains knowledge of technology innovations and trends.
Performs other related duties as assigned.

Required Skills / Abilities :

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Professional and pleasant telephone manner.

Ability to explain technical issues to technical and nontechnical employees and customers.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office 365 Suite and Windows 11.

Proficient with or the ability to quickly learn an array of computer hardware and software.

Cybersecurity and server administration knowledge a plus.

Education and Experience :

Bachelor's degree in Computer Science or related field preferred. Relevant certifications may be considered in lieu of a degree.

At least three years of experience in a helpdesk support capacity highly preferred.

Experience in network maintenance and hardware installation.

Physical Requirements :

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

May be required to work on-call or after hours to assist in a hardware or software malfunction.

May require occasional, limited travel.

Full-time : Monday-Friday, 8 : 30AM-5 : 00PM, with limited support needs after hours.

Flaherty offers competitive compensation, holiday pay, health insurance, dental, vision, disability insurances, and an engaging 401k program.

Flaherty Sensabaugh Bonasso is an equal opportunity employer.

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