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
