IT HELP DESK SPECIALIST

JOB SUMMARY

Mid-level technology help desk specialist responsible for supporting computer systems, business applications, and end-users.

ESSENTIAL DUTIES

• Serve as the first point of contact for customers seeking technical assistance via phone, email, chat/instant messaging, and IT Ticketing System.
• Perform in-person and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in IT Ticketing System.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties.

DIRECT REPORTS

0 - None

JOB QUALIFICATIONS AND REQUIREMENTS

• Education: Associate's in computer science or related field. An equivalent demonstrated on-the-job experience in combination with related certifications and/or on-the job experience is acceptable. (Preferred Certifications: CompTIA A , Server , Network )
• Experience: Minimum 2 years in network, PC, or system administration
• Basic proficiency and technical knowledge of network, PCs, operating systems, cloud technologies, and end-user devices.
• Proficient in use and administration of business productivity applications such as Microsoft 365, Microsoft Office Applications, SharePoint, and MS Teams.
• Hands-on software and hardware troubleshooting experience.
• Experience documenting and maintaining configuration and process information.
• Foundational Cybersecurity knowledge.
• Experience implementing, configuring, and testing solutions.
• Ability to manage multiple projects and support requests efficiently.

SKILLS/CORE COMPETENCIES

• Technical Professional Knowledge
• Teamwork and Cooperation
• Communication
• Analysis/Problem Assessment
• Performance Motivation
• Initiative/Discretionary Effort
• Analytical Thinking
• Attention to Detail
• Customer Service Orientation

WORK ENVIRONMENT AND EXPECTATIONS

• Job duties are performed mainly within an established office environment under normal lighting and climate-controlled tolerances. The noise level in the work environment is usually low to moderate.

The work environments are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing and walking. 
• Requires lifting, positioning, pushing, and/or pulling. 
• Prolonged periods sitting at a desk and working on a computer. 

This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled