Position: Help Desk Support

Department: IT

Reports To: Help Desk Manager

FLSA: Non-Exempt

Primary Function:

In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company’s PC’s, printers, cell phones, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Job Scope and Major Responsibilities:

• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor helpdesk requests and process first-in-first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Document internal procedures
• Assist with on boarding of new users
• Ensure prompt response and escalation for all system outages/issues, providing updates to management and end users
• Management of Kaseya and Intermedia hosted email system
• Manage Active Directory including but not limited to user creation, deletion, permissions, and password resets
• Create/Track tickets related to issue, escalations, and resolutions
• Provide remote support and resolution of problems pertaining to client PCs, laptops, scanners, printers, copiers, and cell phones
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional special equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the CITO for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Train and assist with Cisco Phone system support
• Other responsibilities as assigned

Performance Criteria:

Success in this role is determined by the prompt response and resolution to any IT hardware/software problems or projects that arise as well as timely communication with customers and internal teams.

Minimum Qualifications

The ideal candidate has obtained a Bachelor’s degree in Information Systems, Business, Communications or related field and has 2-3 years of relevant technical experience. VCP (VMware Certified Professional) a plus! Candidate must have exemplary communication, organizational and time management skills. 

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.