Job Title: Help Desk Support Specialist
FLSA: Non-Exempt
Reports To: Supervisor of Mission Support Systems
Department: Administration
SUMMARY
The Service Desk Support Specialist is the primary contact for help desk issues; performs a variety of computer/server problem analysis and monitoring tasks for the Information Technology Department; acts upon issues or consults appropriate technical staff; logs, coordinates, and tracks requests; escalates issues when necessary.
DUTIES AND RESPONSIBILITIES

• Monitors Help Desk requests, performs problem analysis, response, and resolution; seeks assistance from IT staff when appropriate
• Provides prompt and courteous responses to the employees.
• Prioritizes and manages multiple requests
• Identifies urgent requests and responds in a timely manner
• Documents requests not entered through Help Desk system, presented via telephone, email, or in person
• Provides first level of support - collects appropriate information, such as number of individuals affected, criticality and timeliness of the issue.
• Ascertains whether the issue is procedural, software, hardware or service related
• Performs basic troubleshooting, asks appropriate questions to correctly identify core issues
• Provides timely escalation of second-level problems to appropriate staff
• Ensures prompt, accurate status and feedback of questions and problems to end-users, management, and staff
• Works with technical staff to produce and maintain support documentation and procedure manuals for staff and end-users
• Evaluates tools and methods to enhance the Help Desk Process, forms, and procedures
• Coordinates/facilitates repair of hardware
• Assists in preparing hardware for deployment
• Performs basic systems administrative functions such as account creation, group memberships and account verification (MFA )
• Assists in maintaining master inventory of hardware assets and software licensing
• Meets departmental and organizational deadlines

SKILLS

• Possess strong customer service skills and a working knowledge of IT departmental procedures
• Able to take initiative and be assertive to solve problems
• Ability to organize work in an efficient manner and work with more than one project/responsibility at a time
• Possess strong problem-solving skills and inherent decision-making ability
• Work well under stress and time pressures to meet deadlines
• Possess strong verbal and written communication skills, and interact effectively at all levels within the organization
• Work with minimal direct supervision
• Familiar with Windows operating systems, Active Directory, Azure, Microsoft 365, MS Cloud Apps etc.
• Basic computer network knowledge IP addresses, DNS, and DHCP
• Knowledgeable about computer hardware and devices
• Read and comprehend printed data/information, and data/information displayed on a digital screen
• Team Player the successful candidate will support the collective work and responsibilities of the IT Department through effective and civil interactions
• Exhibits patience and emotional intelligence toward others
• Candidate must be helpful to end users and staff
• A successful candidate must possess a willingness to learn technology changes at a rapid rate; keep up to date with new developments
• Support the mission the department's mission is to provide technology support to its constituents
• Adaptability, changes are frequently required for us to fulfill our mission of supporting our constituents

Experience in Information Technology; proficiency with software and common operating systems. Excellent problem solving and communication skills. The ability to maintain confidentiality, negotiating, and problem-solving skills are also essential. Must be willing to work independently and follow defined processes. Initiative and persistence will be needed to achieve the defined goals.
EDUCATION QUALIFICATIONS
High School Diploma Required
Associates Degree or Bachelor's Degree* in Computer Science field of study preferred.*
A Certification Preferred
Microsoft Cloud Certifications Preferred Prior experience with Microsoft Cloud Services, AZURE, MS Office and related applications preferred.
WORKING CONDITIONS
General office setting. Travel to different Folium, Inc. work sites as needed.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required of personnel so classified.
This job description is not intended to be a contract of employment with the employee. The employee covered by this job description is an at-will employee of Folium, Inc.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person