Overall Purpose - Reporting to the Director, Information Technology, the Help Desk will ensure the smooth operation of our IT systems and providing technical support to our employees. You will be responsible for resolving IT issues promptly, maintaining hardware and software, and assisting with IT projects as needed.

Key Responsibilities:

• Provide first-line technical support and troubleshooting for hardware, software, and network issues.
• Respond to help desk tickets and service requests in a timely manner, ensuring excellent customer service.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Set up and support email accounts, software applications, and security systems.
• Assist with the setup and maintenance of conference rooms and audio-visual equipment.
• Collaborate with IT team members to implement and support IT infrastructure projects.
• Document IT procedures, configurations, and troubleshooting steps.
• Maintain inventory of IT equipment and software licenses.
• Maintains a technical understanding of all aspects of Office 365, AD, SharePoint and other components of the Office and Microsoft 365 services.
• Assists management with researching, analyzing, designing, proposing and delivering solutions that are appropriate with best practices and align with business requirements
• Review and make recommendations on existing platforms for continuous improvement, enhance and resolve performance issues associated with software and system architecture.
• Provide technical expertise and troubleshooting for issues that disrupt critical business process and provides analysis on required remediation that addresses root cause
• Assist with managing security solutions, including firewall, anti-virus, and intrusion detection systems.
• Assist with installation, upgrades, configuration, maintenance, and troubleshooting of all network hardware and equipment, including routers, switches, hubs, Email, print servers and UPSs.
• Manage telecommunication systems, servers, including e-mail, print and backup servers and their associated operating systems and software.
• Administer and maintain end user accounts, permissions, access rights and security for systems and network.
• All other duties as assigned.

Qualifications/Basic Job Requirements

• Bachelor’s Degree or equivalent working experience.
• Experience with OneDrive, SharePoint, and Microsoft Teams
• Strong writing, communication, and interpersonal skills
• 1 year of experience in Information Technology
• Understanding of industry practices and procedures as it applies to technical support.
• Strong knowledge of Windows OS and MS Office products (Active Directory, DNS, IIS, etc.)
• Experience working both independently and, in a team-oriented, collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven analytical and problem-solving abilities.
• Knowledge of Cisco Switches and Firewalls, backup appliances, Server hardware
• Demonstrate and practice GFS core values.
• Limited travel may be required