Position: Help Desk Support

Dept: Business Processes & Technology

Reports To: IT Manager

Date: 05/07/21

Purpose/Description:

The Helpdesk Support role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.

Duties and Responsibilities

· Assisting in providing Level I Support.

· Provide on-site and remote support for clients.

· Mobile device support (iOS).

· Configure and deploy the hardware and software needed to satisfy user requirements.

· Setup of new users in Active Directory including assignment of Rights.

· Develop help sheets and FAQ lists for end users.

• Responsible for the tracking and documenting of trouble tickets and resolutions
• Troubleshoot, diagnose, and resolve technical problems either remotely, or at user's desk.
• Ensure that all help desk calls are treated with the outmost courtesy and are quickly and effectively resolved.
• Work with other members of the IT team to troubleshoot and resolve user issues as they arise.
• Work with vendors support contacts to resolve technical problems.
• Desktop Support
• VPN configuration and support
• General desktop and printer support including installation of drivers as needed.
• Troubleshooting email issues and general workstation issues.
• User training on windows and desktop applications as needed.
• Adding new computers to the domain.
• Maintain accounts, train users on remote access and usage.
• Resetting of System Printer queues and required.

Competencies:

· Preferred experience with VOIP phone systems.

• Strong experience with MS Office 365

· Experience working with Microsoft Windows 7, 8, and 10.

· Preferred experience working with VPNs.

· Knowledge of advanced computer hardware, including desktops, laptops, iphones, and networking equipment.

· Extensive application support experience with Microsoft Office and other business applications.

· Standalone and shared printer installation and removal.

· Installation and general support of miscellaneous desktop application.

· Experience working with service desk best practices.

· Exceptional written and oral communication skills.

· Strong documentation skills.

· Ability to conduct research into a wide range of computing issues is required.

· Ability to absorb and retain information quickly.

· Highly self-motivated and directed.

· Keen attention to detail.

· Ability to work independently with minimal supervision.

· Experience working in a team-oriented, collaborative environment.

· Ability to act quickly on resolving problems.

· A service oriented-attitude-patience and resolve to do what it takes to get the job done correctly and satisfy the customer.

· The ability to pick up new technologies easily and to become proficient quickly.

Minimum Education and Experience:

· High school diploma or GED required. 

· 2-year college graduate or equivalent

· CompTIA A Hardware and Microsoft MCP certification (strongly preferred)

· Minimum of 2 years’ experience providing desktop support.

· Strong working knowledge of Microsoft Windows Operating Systems, Active Directory, MS O365 strongly preferred.

· Any ITIL certifications/experience

· PC Imaging experience required