IT Help Desk

Job Summary

The IT Help Desk/Support Technician primary responsibility is to provide technical leadership to the L4MS organization using industry best practices and standards for workstations, servers and application support while delivering exceptional customer service. The IT Help Desk/Support Technician provides remote support for customers in the field as well as customers located onsite at the Norcross Service Center. This included taking calls, troubleshooting, and documenting all issues in the Help Desk ticketing software. The IT Help Desk/Support Technician is the first-level support for the IT Department. This position is a backup role to the System Administrator.

Primary Responsibilities

• First point of contact for all support issues via phone into the IT Department. Delivers first-level troubleshooting to all customers. Provides outstanding customers support for internal and remote users, including documentation of all problems in the helpdesk software.
• Responsible for user administration for POS software.
• Ability to handle a variety of routine tasks associated with monitoring and controlling computer operating systems in a client/server environment, including but not limited to: maintaining and troubleshooting the phone system, the printers, camera systems, and workstations at L4MS
• Manage workstation hardware/software moves/add/changes at the Service Center as well as with all hardware/software moves/add/changes at the stores.
• Asset Management for IT equipment inventory at the Service Center and at the stores
• Vendor management (voice, ISP, printers, low-volt wiring)
• Creates and maintains documentation as part of a knowledge base.
• PDQ Deploy and PowerShell Scripting
• PTRG administration and management
• Image builds
• Phone/Data change management
• Perform on-call support on a rotating basis.
• Perform most System Admin duties in a backup role
• Other duties and tasks as assigned.

Position Requirements

• One year of experience in a help desk position or other support role preferred
• Knowledge and experience with: Microsoft Windows client, Microsoft Server, Help Desk Ticketing software
• Excellent communication and personal skills. This includes the ability to express technical concepts effectively, both verbally and in writing.
• The ability to work within a team environment, the ability to work independently and the ability to follow through on assignments.
• Ability to work in a fast-paced environment with constant interruptions
• Self-motivated, efficient with analytical and problem-solving skills.
• Must be able to multitask and have excellent time management skills
• Desire to learn a wide array of technologies
• CompTIA A or CompTIA Network certifications or relevant work experience a plus