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