What are the responsibilities and job description for the Help Desk Specialist I position at Point Broadband?
Opelika, AL
Do you want to be part of a team that’s changing the way communities connect? Point Broadband takes pride in offering reliable and affordable broadband services to rural communities and small towns across the region. We’re always on the lookout for talented, driven individuals to help us bring top-quality broadband services to more customers. Are you ready to be an integral part of a dynamic organization that values hard work, collaboration, and a steadfast commitment to providing exceptional service to our customers? Please let us hear from you!
Summary
This position is the point of contact for IT support, helping users with hardware, software, and access issues. Troubleshoot local systems, applications, and network connectivity. This role will manage user accounts, resolve technical problems, and keep systems secure and up to date.
Duties And Responsibilities
Essential duties and responsibilities include but are not limited to the following:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Do you want to be part of a team that’s changing the way communities connect? Point Broadband takes pride in offering reliable and affordable broadband services to rural communities and small towns across the region. We’re always on the lookout for talented, driven individuals to help us bring top-quality broadband services to more customers. Are you ready to be an integral part of a dynamic organization that values hard work, collaboration, and a steadfast commitment to providing exceptional service to our customers? Please let us hear from you!
Summary
This position is the point of contact for IT support, helping users with hardware, software, and access issues. Troubleshoot local systems, applications, and network connectivity. This role will manage user accounts, resolve technical problems, and keep systems secure and up to date.
Duties And Responsibilities
Essential duties and responsibilities include but are not limited to the following:
- Provide end-user technical support via phone, email, ticketing system, remote access, and onsite visits.
- Employee onboarding and offboarding, including hardware (laptop, accessories, mobile devices, etc.) and software, account provisioning, shipping, and receiving equipment.
- Create and provide appropriate access for employees using Okta IAM and Active Directory.
- Maintain asset inventory of laptops, desktops, and peripherals.
- Detect, diagnose, and resolve or escalate system issues arising within the workstation system architecture including workstation hardware, Windows operating system, as well as commercial off the shelf and vendor applications.
- Support the IT team in additional projects as needed.
- Create and maintain documentation as appropriate on processes and procedures.
- Provide after-hours support on a rotational basis, as needed.
- Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
- High school diploma or equivalent required.
- Associate degree in IT, Computer Science, or related field preferred, or equivalent experience.
- 1-3 years’ relevant experience within Helpdesk, IT administration or Cyber Security related field.
- Certifications in the following are strongly preferred: CompTIA A , CompTIA Network or equivalent certifications.
- Excellent communication skills; able to explain technical concepts to non-technical users.
- Advanced hardware and software troubleshooting skills.
- Experience with implementation, upkeep, and troubleshooting technologies within Cloud/Virtual environments (Hybrid and/or on-premise).
- Must possess strong knowledge of the following operating systems and applications: Ninja One RMM, Okta IAM, Windows 10/11, Microsoft 365, Mac OS, MS Azure, and Windows servers.
- Strong organizational skills with demonstrated ability to effectively handle multiple priorities and tasks.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to talk, hear, and communicate effectively.
- Must be able to perform computer functions and operate routine office equipment.
- Must be able to perform moderate mobility throughout PBB offices.
- Must be able to sit for extended periods of time.
- Must be able to travel for business purposes on an occasional basis.
- Must be able to physically move and set up computer equipment as required (up to 50 lbs.).
- Must be flexible to adjust schedule to cover various shifts.
- Required to use hands to type, handle objects and paperwork.
- Required to reach and hold on to items at chest level or reach above the shoulder.
- Required to use close vision, be able to focus, and see colors.
- Medical (3 plans to choose from), Dental and Vision
- Short Term Disability
- Flexible Spending Accounts
- Company Paid Life as well as Voluntary policies
- 401(k) with generous company match
- Paid Time Off
- Share the Care Paid Time Off
- Paid Holidays
- Cell Phone Allowance *Applicable by Position*
- Career Progression Opportunities
- Discounted Broadband Services *Where Applicable*
