Job Title: Information Technology (IT) Help Desk Specialist I

Position Summary

The IT Help Desk Specialist I is responsible for internal support of the company’s end users’ computers, printers, and related equipment. Other required tasks include end user support via internal Help Desk, performing computer and software maintenance, upgrades, and configurations. They are also in charge of installing and relocating user hardware and software solutions. They are also required to perform any additional tasks or projects as assigned by the IT Manager .

Essential Functions

• Provides level 1 helpdesk support and resolves problems to the end user’s satisfaction.
• Monitors, prioritizes, and responds quickly and effectively to requests received through the IT help desk ticketing system (Zendesk).
• Uses judgment to properly identify and escalate problems when required to level 2 support specialist.
• Modify local workstation configurations, utilities, software, and default settings according to user specific needs.
• Responsible for maintaining documentation and record keeping including asset inventory.
• Completes onboarding of new users according to onboarding procedures.
• Installs, tests, and configures new workstations, peripheral equipment, and software.
• Responsible for maintaining Active Directory by creating, assigning, and modifying security settings for users and computers when formally requested.
• Performs timely workstation hardware and software upgrades as required.
• Performs other related duties as required to accomplish the objectives of the position and as assigned by the IT Manager.

Minimum Job Requirements:

• Position requires an AA/AS degree in computer related field or two years relevant experience; or the combination of education and experience that enables performance of all aspects of the position.
• CompTIA A certification preferred but not required.
• Requires the ability to independently perform all of the duties of the position efficiently and effectively. Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at Graphcom. Must have strong communication skills and be able to communicate technical information to non-technical users.
• Requires special technical knowledge of the techniques and procedures of software and network support for multiple users.
• Must understand installation, configuration and troubleshooting processes for software, hardware, and accessory equipment.
• Requires experience with personal computer equipment. Must have basic personal computer word processing, spreadsheet, database, Mac and Windows skills. Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
• Prefer knowledge of how to assemble and disassemble personal computer components, including cabling.
• Telecommuting limited and allowed only when approved by the IT Manager.
• Required travel 5-10% to various Graphcom locations.
• Occasional weekend or evening maintenance work required.

• Must complete Graphcom required trainings upon new hire and annually thereafter (HIPAA, Information Security, Medicare Fraud Waste and Abuse, Lockout/Tag Out, Harassment Prevention, Suspicious Packages Awareness, Foreign Corrupt Practices Act, Fire Extinguisher Training, HazCom/Right to know and Emergency Action Plan).

• Valid Driver’s License.

Working Conditions:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally to frequently lift and/or move up to 25-50 pounds, climb stairs, and bend and maneuver in tight spaces.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is not occasionally exposed to weather conditions.
• The noise level in the work environment is usually moderate.