Help Desk

Position Summary

The IT Support Services Group is the first point of contact between the end-users and the IT

Department for hardware, software and all other workstation related issues. Desktop Support

Specialist is responsible for the administration and management of all end-user facing

applications and systems. This includes workstation builds and configurations, as well as printers

and other desktop peripherals. The position requires technical troubleshooting abilities and

excellent customer service skills.

Primary Responsibilities

● (55%) Monitor and take ownership of service desk tickets and requests made via the

Helpdesk System, email, voice mail and walk-up requests. Troubleshoot the end-user's

issue and resolve upon first contact, when possible. Accurately record and document all

details of the issue or service requests, including categorization and priority in the IT

service desk toolset.

Leverage internal and external resources (knowledge bases, manuals, support sites,

and vendors) to answer questions and resolve issues. Respond to end-user inquiries

regarding the status of service request tickets and perform follow-ups. Escalate issues

to appropriate level subject-matter experts in accordance with procedures, and follow-up

on incidents as required. Provide remote end-user assistance regardless of location and

foster the concept of a global help desk service

● (25%) Perform workstation installations, builds, repairs, and configurations according to

standard policies and procedures

● (5%) Provide support for remote access, VPN, wireless, cellular devices, video

conferencing, card access systems, and audio-visual systems.

● (5%) Provide "how-to" assistance and training on all supported devices, applications and

systems as required.

● (5%) Update and maintain asset inventory systems for all IT equipment.

● (5%) Contribute to the creation and maintenance of FAQ documents, knowledge base

articles and user guides.

Job Requirements

Education

Associate or Bachelor's degree in Computer Science, Information Systems, or related field, or

equivalent IT Technical certification or service desk-related work experience.

Experience

● High school diploma or equivalent. BA/BS in Computer Science preferred.

● Two or more years working in a Technical Services environment in a corporate setting.

● Computer hardware and software troubleshooting knowledge and experience.

● Technical and practical experience with tools utilized to troubleshoot conventional

software and hardware platforms.

Knowledge/Skills

● Ability to work in a high-pressure environment to help provide consistently high-quality

service and support to end-users.

● Ability to cover specific service and support shifts, manage a large number of end-user

requests, and work within the scheduling requirements of end-users to resolve issues.

● A focus on customer satisfaction, with excellent communication skills and experience

working alongside other IT, business management, and end-user personnel.

● Adherence to IT policies and procedures to ensure consistent quality of service.

● Ability to adapt to new and varied software applications, hardware platforms and

desktop Operating Systems from an end-user support perspective.

● Ability to work well in a team atmosphere.

● Highly organized and effective in managing multiple tasks while maintaining high levels

of user satisfaction.

● Time management skills to ensure satisfaction with IT services and the completion of

projects on time.

Key Competencies

● In-depth technical knowledge of Microsoft Windows and Mac desktop Operating Systems

and end-user desktop and peripheral hardware required.

● Knowledge in supporting an end-user environment consisting of Active Directory, MS

Office Suite, Google Drive, Google Meet, GMail.

● Working knowledge of virtualized server and desktop environments, storage

technologies, replication, backup/restore technologies, Anti-Virus/Anti-Malware. XDR a

plus.

● Working knowledge of data networks, including TCP/IP, WIFI, VOIP, video conferencing,

cellular networks and phones. Google Voice experience a plus.

● Knowledge of automated asset management, desktop imaging, remote desktop takeover,

and automated software installation technologies is helpful.

Working Conditions

Travel required: 5%, occasional domestic.

If you are passionate about delivering outstanding technical support and have

the skills and experience to excel in this role, we encourage you to apply.

Salary range- $65,000.00-$80,000.00