What are the responsibilities and job description for the Help Desk Support Specialist position at The International Association of Sheet Metal, Air,...?
Position: Helpdesk/Support Specialist
FLSA Classification: Exempt
Reports to: IT Manager
Effective Date: 03/16/2025
Department: IT
Supervisory Responsibilities: None
Position Overview:
The Helpdesk/Support Specialist serves as the frontline IT support within the SMART Technology & Innovation Department, ensuring employees receive timely and efficient technical assistance. This role is critical in minimizing system downtime, resolving IT issues, and improving user experience across SMART’s digital platforms.
The Helpdesk/Support Specialist will provide hands-on troubleshooting for hardware, software, and network-related issues, while also contributing to IT infrastructure stability and cybersecurity initiatives.
Key Responsibilities:
IT Support & Troubleshooting
- Provide technical support to employees for hardware, software, network, and system-related issues.
- Serve as the first point of contact for IT support requests via phone, email, and helpdesk ticketing system.
- Troubleshoot and resolve issues with workstations, printers, mobile devices, and enterprise applications.
- Escalate complex technical issues to System Administrators or Principal System Administrator as needed.
System & Network Assistance
- Assist in the configuration, deployment, and maintenance of IT assets, including desktops, laptops, and peripherals.
- Support Active Directory account management, password resets, and access permissions.
- Ensure users have proper access to systems and applications in compliance with IT security policies.
- Monitor system performance and report recurring issues to IT leadership for proactive resolution.
User Training & Documentation
- Provide basic IT training to employees on commonly used software, cybersecurity best practices, and IT policies.
- Maintain and update IT documentation, including FAQs, troubleshooting guides, and user manuals.
- Educate employees on cybersecurity awareness and safe computing practices.
Collaboration & Continuous Improvement
- Work closely with System Administrators and IT leadership to improve IT support processes.
- Identify recurring IT issues and recommend long-term solutions to enhance IT efficiency.
- Assist in IT infrastructure projects, such as software rollouts and system upgrades.
Qualifications & Requirements:
Education & Experience
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 1–3 years of experience in IT support, helpdesk operations, or technical support roles.
- Experience in enterprise IT environments, supporting Windows OS, Microsoft 365, and basic networking concepts.
Technical Expertise
- Strong knowledge of Windows operating systems, Active Directory, and enterprise applications.
- Familiarity with helpdesk ticketing systems and remote support tools.
- Basic understanding of network troubleshooting (Wi-Fi, VPNs, firewalls, and DNS).
- Experience with IT asset management, system updates, and security compliance best practices.
Skills & Competencies
- Excellent problem-solving skills with a customer-focused mindset.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a fast-paced IT environment.
- Strong attention to detail and ability to prioritize tasks effectively.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the Americans with Disabilities Act (ADA), the following criterion must be met:
·Use of computer keyboard; and
· Sitting/standing for long periods and ability to travel by various means, such as train, plane, and automobile.
· Must be able to lift up to 20 pounds.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Morning shift
Work Location: In person
Salary : $80,000 - $90,000