What are the responsibilities and job description for the I.T. Helpdesk Analyst position at Turner Pest Control?
Job Description:
Essential Duties and Responsibilities
The IT Administrator is responsible for executing tasks to meet the IT strategies defined by senior leadership. These strategies include, but are not limited to, Security, Networks, Applications, and Asset Management. The IT Specialist’s role generally encompasses the following major job duty categories:
Help Desk, Onboarding & Offboarding, IT Operations Support, & IT projects.
Help Desk - The IT Specialist’s role includes day to day Help Desk responsibilities:
Routinely participate as part of the Help Desk Team providing day to day customer service, support and issue resolution for end user tickets related to all aspects of the Activate IT environment.
- Provide support of incoming tickets and service requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.
- Utilize standard work processes and tools to manage day to day workflow.
- Be available on-call to provide off-hours support in case of emergencies or disasters.
- Service queue triage - prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Lead by example and establishing/maintaining good relationships with colleagues and clients.
- Provide end users with an exceptional user experience, timely response and effective resolution of reported issues and needs.
Onboarding & Offboarding - The IT Specialist leads onboarding and offboarding activities for new or terminating employees:
- Work in close coordination with onboarding teams, managers, vendors, and other stakeholders to plan and execute successful hiring or migration processes.
- Conduct training sessions for newly hired associates where needed.
- Perform site assessments to determine and document what specific hardware, software, networking and related peripherals are needed for each new facility.
- Leader that ensure all IT equipment, hardware, software and voice/data services are ordered, configured, shipped, installed, tested, and working as designed and expected by the customer.
- Complete account provisioning and decommissioning activities for newly hired and exiting associates.
- Effectively manage and track all equipment orders, invoicing and related procurement processes.
- Plan and complete hands on/remote installation, configuration, testing and user acceptance of all networking, voice, computers, software, printers and related IT equipment, software and peripherals.
- Use various forms of communication including status meetings, face to face/remote customer interaction or electronic tracking tools to full document and communicate that status of IT technical onboarding task status and issues.
IT Operations Support - The IT Specialist is assigned to and responsible for an area specialized IT Operations. Examples include the following:
You will track all IT assets within the organization and update any asset changes.
- Shipping and receiving purchases.
- Point of contact for escalation application issue to the vendor.
- Installing and configuring hardware and software components throughout various network infrastructure devices.
- Interview customers to gather information useful in providing recommendations and solutions to a technical problem.
- Install antivirus software and ensure virus definitions are up to date.
- Server administration via Active Directory, M365, Print services, DNS, DHCP.
- Key decision maker to perform preventative maintenance, including verifying patches and updates, have been applied to servers and workstations.
- Documentation and process creation.
- You will periodically review audit logs and reports from all technologies and other sources and report any abnormalities to your manager.
- Use remote tools and diagnostic utilities to aid in resolving support requests.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- You will ensure all security applications are deployed on the devices prior to deployment and verified using the security tools.
- Ensuring company safety and security standards are met.
- Leading and creating a culture of continuous improvement.
IT Projects - The IT Specialist is assigned to and responsible for IT projects on an as needed basis:
As needed, lead the planning, implementation, communication and tracking of projects assigned to the IT department.
- Key decision maker to ensure on-time, on-budget project completion and achievement of agreed to business outcomes.
- Provide routine status and issue tracking to IT leadership and project stakeholders.
- Oversee routine projects following a standard service delivery project plan.
- Escalate issues as needed to resolve roadblocks.
- Ensure all project closeout documentation as needed.
Qualifications and Education Requirements
- College degree in the field of Computer Science or 3 years of IT Technical Support experience, preferably in the managed IT service provider space.
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
- Good problem-solving skills.
- Excellent interpersonal and customer service skills, with focus on rapport building, listening, and questioning.
Required Skills
Strong technical experience with Windows, Android, iOS-based end user devices, networking, printing, phone systems and application software configuration, installation, testing, maintenance, and support.
- Specific experience with Windows 10, Meraki networking, Dell computers, Windows
Server OS, Mac iOS, printers, and conference equipment.
- Experience configuring, troubleshooting, and repairing network equipment, Windows servers and workstations, and Active Directory.
- Proven track record of deploying and supporting technology.
- Ability to train end users.
- Ability to multi-task and balance multiple competing demands.
- Self-starter with the ability to work independently and with minimal day to day supervision.
- Experience administering Office365 accounts and provisioning/supporting Azure/AWS cloud environments.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift to 50 pounds
Supervisory Responsibilities
- N/A
