Overview & Responsibilities PURPOSE OF THE JOB: This position responds to, tracks, and monitors inquiries and requests for assistance with software, hardware, and other technical problems. It provides triage and resolution services; and prepares computing hardware and software for deployment to end users. BACKGROUND and EXPERIENCE: Education: Requires a Bachelor of Science in Computer or Information Science; Mathematics; or Engineering and 5 plus years of related IT experience or an associate degree in Information Technology or similar discipline with 6 years of IT experience. Technical Skills: Expert knowledge of personal computer operating systems, hardware, and peripheral devices, application suites (e.g. Microsoft Office); Expert diagnostic & repair capabilities. Business Skills: Proven, excellent listening & communications, documentation skills with a very high sensitivity to customer satisfaction orientation. Other Skills: Deep interest in broad based field of Information Technology as demonstrated by ability to maintain currency with technology trends and practices. Demonstrated capability to multi-task. Consciousness of sound safety practices. Good application support experience. Working knowledge of a range of diagnostic utilities. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Solid relationship management and performance management skills. Ability to conduct research into a wide range of computing issues as required. Proven capability to present ideas in user-friendly language to non-technical staff and end users. Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team oriented, collaborative environment. Able to work with computer hardware, operating system (Windows 10 / 11) and database administration software. This position is designed to provide the information technology infrastructure required to run application software to support the computational and information needs of the company. As an IT Helpdesk Support Specialist your main responsibilities will involve: First point of contact for help desk queries Answer helpdesk tickets and raise to senior engineers if and when required. Hardware Break fix management Windows 10 troubleshooting and configuration Active Directory administration including group policies. Commission and shipping laptops worldwide to employees or sourcing locally where required. Commission and shipping mobile phones worldwide to employees or sourcing locally where required. Support remote workers via applications such as LogMeIn. Good understanding of video conferencing applications such as Webex and Google Meet Good understanding and working experience with Microsoft Office suite. Experience (but not essential) of VPN technologies and basic configuration. Experience of working with Google Business Suite Management and configuration of iOS and Android mobile devices Experience with Sophos EDR Internet connectivity troubleshooting / W-fi access points / door entry systems. Remote ERP system client troubleshooting. SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES Manage the processing of incoming calls to the Help Desk via Help Desk Software, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Assist in the design and implementation of problem handling and escalation policy and procedure. Help define and implement Help Desk service levels objectives to establish problem resolution expectations and time frames. Coordinate and/or perform hands-on fixes at the desktop level. Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution. Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems. Track and analyze trends in Help Desk requests and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on request trends, and, make recommendations. Identify and recommend end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, usage guides, and Frequently Asked Questions (FAQs) lists for end users. Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients. Conduct research on emerging products, services, protocols, and standards in support of help desk technology mission. When directed, attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies. Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues. Equal Employment Opportunity Ebara Elliott Energy is an equal employment opportunity/affirmative action employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by the federal, state or local laws of the United States. Applicants and employees are protected under U.S. federal law from discrimination. To learn more, click here. Pay Transparency Nondiscrimination Provision Ebara Elliott Energy follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, click here. To learn more about our Job Applicant Privacy Notice, please click here. No agency submissions please. NOTE: Resumes submitted to any Ebara Elliott Energy employee without a current, signed and valid contract in place with the Ebara Elliott Energy recruiting team will become the property of Elliott Group and no search fees will be paid. We are proud of our legacy, but our focus is on the future, putting our tradition of innovation to work on the new challenges facing global energy production and processes. Using advanced technologies, producing high-quality products, and offering reliable services are just a few of the ways that Ebara Elliott Energy is doing its part to contribute to a cleaner, more sustainable future. As a solution provider in the energy industry, Ebara Elliott Energy designs, manufactures, and services technically advanced centrifugal and axial compressors, steam turbines, power recovery expanders, custom pumps, and cryogenic products used in the petrochemical, refining, oil & gas, and liquefied gas industries, as well as in power applications. We employ 2,300 people in 30 locations around the world. The company is a wholly owned subsidiary of Ebara Corporation, a major industrial conglomerate headquartered in Tokyo, Japan. Ebara employs 19,000 people and has sales of US $5 billion. Learn about the latest happenings at Ebara Elliott Energy and submit your resume/CV to be considered for future job openings. You can do this clicking Get Started below and provide us with your basic contact information and resume.