Help Desk Support

Position: Help Desk Support

Dept: Business Processes & Technology

Reports To: IT Manager

Date: 05/07/21

Purpose/Description:

The Helpdesk Support role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.

Duties and Responsibilities

·       Assisting in providing Level I Support.

·       Provide on-site and remote support for clients.

·       Mobile device support (iOS).

·       Configure and deploy the hardware and software needed to satisfy user requirements.

·       Setup of new users in Active Directory including assignment of Rights.

·       Develop help sheets and FAQ lists for end users.

• Responsible for the tracking and documenting of trouble tickets and resolutions
• Troubleshoot, diagnose, and resolve technical problems either remotely, or at user's desk.
• Ensure that all help desk calls are treated with the outmost courtesy and are quickly and effectively resolved.
• Work with other members of the IT team to troubleshoot and resolve user issues as they arise.
• Work with vendors support contacts to resolve technical problems.
• Desktop Support
• VPN configuration and support
• General desktop and printer support including installation of drivers as needed.
• Troubleshooting email issues and general workstation issues.
• User training on windows and desktop applications as needed.
• Adding new computers to the domain.
• Maintain accounts, train users on remote access and usage.
• Resetting of System Printer queues and required.

Competencies:

·       Preferred experience with VOIP phone systems.

• Strong experience with MS Office 365

·       Experience working with Microsoft Windows 7, 8, and 10.

·       Preferred experience working with VPNs.

·       Knowledge of advanced computer hardware, including desktops, laptops, iphones, and networking equipment.

·       Extensive application support experience with Microsoft Office and other business applications.

·       Standalone and shared printer installation and removal.

·       Installation and general support of miscellaneous desktop application.

·       Experience working with service desk best practices.

·       Exceptional written and oral communication skills.

·       Strong documentation skills.

·       Ability to conduct research into a wide range of computing issues is required.

·       Ability to absorb and retain information quickly.

·       Highly self-motivated and directed.

·       Keen attention to detail.

·       Ability to work independently with minimal supervision.

·       Experience working in a team-oriented, collaborative environment.

·       Ability to act quickly on resolving problems.

·       A service oriented-attitude-patience and resolve to do what it takes to get the job done correctly and satisfy the customer.

·       The ability to pick up new technologies easily and to become proficient quickly.

Minimum Education and Experience:

·       High school diploma or GED required. 

·       2-year college graduate or equivalent

·       CompTIA A Hardware and Microsoft MCP certification (strongly preferred)

·       Minimum of 2 years’ experience providing desktop support.

·       Strong working knowledge of Microsoft Windows Operating Systems, Active Directory, MS O365 strongly preferred.

·       Any ITIL certifications/experience

·       PC Imaging experience required