What are the responsibilities and job description for the IT Help Desk Specialist position at Langham Logistics, Inc?

Job Description

This is an onsite role that is responsible for Tier 1 helpdesk support for 250 employees across multiple locations. Support includes problem determination, problem / incident recording, problem resolution and problem escalation (as necessary) for Langham supported software and hardware. The position also includes provisioning & installing the supported software and hardware as well as providing training to end users for new hire orientation, self-service, utilization of new and existing IT resources.

Responsibilities

Provide excellent customer service to all Langham associates
Properly route, escalate, and track helpdesk tickets
Provide technical assistance and support for incoming queries and issues related to computer systems, hardware, and software
Effectively communicate problem-solving steps to end users
Effectively utilize all communication resources to provide assistance to end users : ticket system, chat, phone, email, and in-person.
Follow up with customers, provide feedback, and see problems through to resolution
Provide training to end users for New Hire Orientation, self-service, and utilization of new and existing IT resources.
Proactively participate in continued improvement of IT processes and resources
Update and manage IT Knowledge Base for continued improvement and self-service
Coordinate with Tier 2 technicians and engineers to resolve applicable issues, develop processes, and deploy cyber security initiatives.
Software

Install, update, manage, and monitor support IT software. Including Microsoft Office 365, Windows OS, Helpdesk System, and Cyber Security Systems

Coordinate with vendors for software related technical issues

Perform scheduled and regular maintenance of supported IT software

Hardware

Provision, install, repair, track, and manage supported IT hardware

Coordinate with vendors for hardware repairs

Set up and support audio / visual equipment for meetings and presentations

Maintain inventory of IT hardware

Perform scheduled and regular maintenance of supported IT hardware

Requirements / Qualifications

2 years of experience supporting a staff of 50 or more people

Able to lift 50 lbs.

Willing to travel to other local Langham Indianapolis-area facilities as needed

Excellent customer services skills

Collaborative approach and team player mentality within the IT Department and the entire organization

Demonstrated effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions). Able to think logically and analytically.

Excellent oral, written, and presentation skills to effectively communicate with all levels within the company by phone, email, chat, in-person.

Excellent documentation skills

Demonstrated ability to achieve successful outcomes in handling difficult situations and end-users.

Shows initiative and acts independently to resolve problems

Demonstrated ability to manage multiple priorities and follow through on tasks to completion

Must have a high level of self-motivation coupled with a strong work ethic

Ability to perform in a face-paced, deadline-oriented environment

Demonstrated strong technical skills, including :

Ability to set up, maintain, and troubleshoot laptops and desktop computers including the software running on those devices

Ability to instruct users on how to use their laptops, desktop computers, and software running on those devices

Ability to set up and manage users in multiple systems, as well as reset and unlock users on the network

Proficiency with the Microsoft Office 365 suite, internet browsers, MS Windows, remote management software, and dual-factor systems.

Demonstrated willingness for continual self-improvement and self-education. Langham will provide training for new skills as needed.

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