What are the responsibilities and job description for the Desktop Support Specialist position at Heartland Food Products Group?
JOB TITLE: Desktop Support Specialist
DEPARTMENT: Information Technology
LOCATION: Indianapolis, IN
REPORTS TO: IT Service Manager
STATUS: Full-time
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SCOPE
Assist the staff in our corporate office, manufacturing facility, and remote locations with technical support of desktops, laptops, workstations, mobile devices, printers, servers, network equipment, applications and related technology. Your support includes specification, installation and testing of computer systems and peripherals within established guidelines.
KEY RESPONSIBILITIES
•Remote, telephone, and onsite desktop support for Windows and a variety of commercial software for a staff of varied technical levels
•Configure, maintain and deploy Windows desktops, laptops, and mobile devices
•Performs technical support; analyzing, researching, diagnosing, installation, and resolution of complex desktop/notebook computers, operating systems, applications and hardware technologies and associated problems.
•Triage incoming help desk tickets and route to appropriate IT team resources.
•Support for a wide variety of hardware including computers, printers, peripherals and mobile devices.
•Complete appropriate documentation associated with ticket management and employee support by providing detailed documentation of all tasks, troubleshooting steps and current status of each incident
•Help maintain equipment inventory and organization
•Write and maintain documentation and training materials for employee education
•Regular auditing of equipment and software health
•Work with vendor support contacts to resolve technical problems with equipment and software.
•After hours/Weekend support as needed
PHYSICAL DEMANDS
•Must be able to physically perform the functions of climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions
•Ability to lift 25 pounds independently and up to 50 pounds with assistance
QUALIFICATIONS
•2 years IT industry experience and Bachelor degree.
•2 years of full-time technical experience that includes maintenance, troubleshooting, repair, deployment, upgrades, enhancements, and configuration of hardware, software and operating systems in a networked production environment (PC and Macintosh)
•2 years supporting, troubleshooting and installing Microsoft Office 2010 – 2019, Office 365, and Adobe products
•Experience with Dell, HP and Apple hardware, Windows 10, AV, VPN, Active Directory, Microsoft certified professional a plus
• Very strong troubleshooting, prioritization, self-motivation, analytical, organizational and communication skills
• Excellent research skills, with an ability to evaluate the options and present them
• Works well in dynamic environment, ability to handle pressured situations and respond/adapt to new demands and changing priorities
• Ability to take on new tasks and learn new technologies in a fast-paced work environment
• Should have positive, constructive attitude and the ability to work both independently and in a team environment
• Ability to deliver results and to effectively manage and prioritize multiple projects and other responsibilities
• Good phone, written, and face to face communication and customer service skills
• Be able to work with people with a variety of different technical skill levels
• Able to design and work a problem tree on the fly
• Interested in learning new skills/methods and devising innovative solutions
• Interested in acquiring new skills in the IT field