IT Help Desk

IT Help Desk

Department: Information Technology

Reports to: Director of Information Technology

Pay Group: Non-Exempt

Job Summary:

The IT Help Desk is responsible for support of all desktop hardware, software, and telecommunications equipment. You are the front line in support of Gravity employees. In this role, you will respond to employee inquiries in person, via phone, email, and Teams. You must possess strong verbal and written communication skills. You must also thrive in a team environment!

Responsibilities and Duties:

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Teams, or tracking/ticketing databases.

• Respond to all employees' requests in timely and professional manner.

• Instruct end users in the appropriate use of equipment, software, and/or reference materials.

• Assist with all aspects of technical support, including on-site visits as needed.

• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following internal tracking protocols.

• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.

• Research/troubleshoot issues using the tools available.

• Navigate internal/external reference support materials.

• Proactively following up on all open issues.

• Work closely with other team members to identify and suggest resolutions and improvements.

• Other duties as assigned

Required Skills and Abilities:

• Must have a comprehensive knowledge of computer hardware/software concepts.

• Requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.

• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.

• Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.

• Ability to write reports and/or business correspondence a must.

• Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.

• Must have excellent customer service and interpersonal communication skills.

• Must have the ability to work in a team environment and present a professional image.

• Must be able to multi-task and be flexible with assigned work schedule.

Education and Experience:

• Two-year Associate Degree (field related) or equivalent experience required.

• Must have a minimum of one-year help desk experience in a corporate environment, two years preferred.

• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift-up to 15 pounds.

Gravity Diagnostics is an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws.

Gravity Diagnostics will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.