IT Help Desk Specialist

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IT Support Specialist - Job Description

Position Summary

The IT Support Analyst is responsible for providing 1st level of support and resolving IT problems that are relatively simple in nature. For all our corporate offices as well as users out in the field. This includes internal assistance at headquarters, overhead staff that is working remotely, or overhead staff that is working out of one of GardaWorld’s branches.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serves as help desk tier 1 support for hardware and software for both remote and onsite users
• Evaluates, prioritizes, resolves problems and requests, or escalate to appropriate support areas.
• Acts as the front-facing support liaison for all technical issues
• Acts as a liaison between customers and senior technical staff
• Supports a wide variety of network and software applications
• Adds user to distribution groups inside of Active Directory
• Maintains and supports telephone equipment
• Maintains updated and accurate inventory lists
• Maintains and creates documentation of IT processes
• Performs other duties as assigned

Required Education and Experience

• Associate degree, completion of coursework at a technical school or an equivalent amount of relevant experience required.
• 1-3 years of experience in an IT Support position is required

Ideal skills/Qualifications

• Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment
• Strong technical understanding of all types of technology, including mobile and softphones
• Self-starter and demonstrated the ability to prioritize and manage multiple demands.
• Ability to work effectively as part of a team and interact with all levels of the organization
• Attention to detail and strong organization and communication skills
• Excellent customer service skills
• Excellent problem-solving skills
• Ability to interpret a variety of instructions in written or verbal form
• Positive attitude, ethics, and values which support our company’s values, team, environment, and a high-performance culture
• Must successfully pass an extensive background screening which may include criminal record checks (local, state, and federal), drug test, skills assessment test, interviews, and personality profile
• A negative result on pre-employment drug screen

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk, sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work

This is a full-time position, hourly, non-exempt position. This is a Monday-Friday in-office job with on-call rotation during the week and on weekends. Applicant needs to be flexible with what hours they can work as they may change due to different demands throughout the year. This position may require occasional long hours and weekend work.

Travel

• Very little, if any, overnight travel is required

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.