Overview

This position works on a team of IT Help Desk staff that serves as the primary point of contact for Information Technology support requests from employees at all levels of the company. The team is primarily responsible for providing technical assistance and support to employees in diagnosing, troubleshooting, and resolving hardware, software, and network related issues. Team members work with and/or escalate tickets to other groups within IT as needed. Other responsibilities include evaluating, proposing, and deploying new computers, smartphones, and other hardware; end-user training on software and hardware use; and support of client software including some specialized software needed for specific jobs. Some travel to various field locations may be required to ensure customer focus.

Responsibilities

Primary responsibilities include (but not limited to):

• Receive and respond to support request calls, tickets, and emails
• Diagnose, troubleshoot, and resolve hardware, software, and basic network related issues
• Install, configure, upgrade, uninstall client software as needed
• Utilize ticket tracking system to accurately document and respond to support requests
• Collaborate with or escalate tickets to other teams within IT when necessary
• Perform hands-on fixes at the desktop level
• Configure and deploy new computers, tablets, smartphones, and other hardware as needed
• Maintain inventory records of deployed hardware

Qualifications

Minimum

• Bachelor’s degree in technical field or equivalent experience
• 3 years of experience in client support/help desk role
• Knowledge of Microsoft Windows OS and Office products
• Knowledge of PC hardware and peripherals
• Technical and analytical skills
• Written and verbal communication skills
• Well organized and detail oriented
• Ability to collaborate with other technical groups throughout the organization
• Willing to take initiative and work independently
• A desire to expand current IT knowledge and skills
• Knowledge of Security Standards and Best Practices

Preferred

• IT certifications
• Exposure to LAN/WAN technology
• Practical business experience

Other requirements:

• Travel <10% on average by automobile and plane

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