Job Summary

The Help Desk Support I is an entry-level position within the Information Technology Department. The Help Desk Support I acts as the primary interface to the customers that are supported by the Information Technology Department to effect real-time problem analysis and resolutions. This position performs as the resource for moves, adds and changes related to the physical proximity of all IT-provided systems.

Summary of Role and Responsibilities

• Create help desk tickets (ticket) from any inbound communique (e.g., email, telephone, in-person, etc.) from end user issues to enable tracking the issue through resolution.
• Document all steps taken in the ticket so that anyone can pick up the ticket and know what is going on through resolution.
• Monitor, update, escalate, and close tickets appropriately using analysis, and problem solving (i.e., attempt to resolve by phone, in-person, via email, or escalating to the next level of support).
• Develop the ability to support and demonstrate to end users how to log in, choose printers within applications, and basic understanding of core applications, including remote support of end user’s desktops.
• Actively works to gain general familiarity with all IT-supported office automation systems (e.g., Microsoft office, Foxit PDF Reader, Microsoft Encryption, ShareFile, etc.).
• Actively works to develop expertise with all current and future Microsoft Windows operating systems, including file and print support, drive mappings, logging in and out.
• Ability to read and comprehend all help desk documentation, each with a specific function that must be learned and followed.
• Ability to create, maintain and review all Help Desk documentation for the purpose of keeping it relevant and capable of being followed by others.
• Develop an understanding of user access setups for all supported applications, including revoking and removal of accesses for all terminations.
• Performs end user equipment moves, adds and changes (e.g., new employees, employee relocations, new deployments, equipment changes, etc.).
• Gain familiarity with organizational structure to assist in learning how to escalate tickets appropriately.
• Maintain office inventory/equipment adequate to support end users working out of that office.
• Other special projects as assigned.

Minimum Knowledge, Skills and Abilities

• Intermediate knowledge in Microsoft Word, Excel, PowerPoint, Outlook, Internet Explorer and Windows
• Knowledge of end-user computing devices (e.g., smartphones, laptops, etc.)
• Exceptional customer service
• Ability to positively project the Company and department

Minimum Education Requirements

• High school diploma or equivalent

Experience

• Six months previous experience in a similar role

Preferred Education, Knowledge, Skills and Abilities

• Associates degree in business or higher education
• One years previous experience in a similar role
• Certifications (Computer Technology Industry Association, etc.)
• Outstanding interpersonal relationship building skills

Work Environment

Work is performed within an office environment, with standard office equipment available.