What are the responsibilities and job description for the Helpdesk Specialist (Lawrence, MA) position at Merrimack Valley Credit Union?
FUNCTIONAL SUMMARY : The IT Helpdesk Specialist is responsible for providing technical support and assistance to employees. This role involves troubleshooting hardware and software issues, managing helpdesk tickets, and ensuring timely resolution of technical problems.
RESPONSIBILITIES :
1. Provides first-level technical support to employees and clients via phone, email, and in-person.
2. Troubleshoots and resolves hardware, software, and network issues.
3. Manages and prioritizes helpdesk tickets to ensure timely resolution.
4. Documents and tracks all support requests and resolutions in the helpdesk system.
5. Assists with the setup and configuration of new hardware and software.
6. Maintains and updates IT documentation and knowledge base articles.
7. Collaborate with other IT team members to resolve complex technical issues.
8. Ensures compliance with company IT policies and procedures.
9. Performs additional duties and special projects as requested.
QUALIFICATIONS :
1. Associates Degree in Information Technology, Computer Science or a related field or equivalent experience preferred.
2. A minimum of 2 years' experience with Active Directory, Office 365, and network troubleshooting preferred.
3. Proven experience in a helpdesk or technical support role.
4. Strong knowledge of Windows operating systems, Microsoft Office Suite, and common IT applications.
5. Excellent troubleshooting and problem-solving skills.
6. Strong communication and interpersonal skills.
7. Ability to manage multiple tasks and work under pressure.
8. Familiarity with helpdesk ticketing systems and remote support tools.
9. Ability to work independently and as part of a team.
10. Strong organizational and time management skills.
