Description
Job Summary
The Information Technology Help Desk Specialist provides technical support to end users in an efficient and accurate manner. Additionally, this position acts as the primary point of contact for resolving basic technical issues whenever they arise. This position travels with the team several times a year to physically onboard new locations (computer and network equipment). Lastly, the Information Technology Help Desk Specialist honors service level agreements set forth by the company.
Essential Job Functions
Model company mission and values
Provide first level IT support by evaluating, prioritizing, and managing help desk inquiries
Identify, research, diagnose and troubleshoot issues and provide solutions
Respond in a timely manner to address system or other equipment or service issues
Ensure proper recording, documentation, follow-up, and closure of all help desk inquiries
Track, route, and properly escalate unresolved inquiries to the next level of support
Continuously monitor systems and software to proactively identify issues, resolve issues when they occur, and prevent issues from reoccurring
Identify and recommend process and procedure modifications and improvements internally for the department as well as for the organization as it relates to software, hardware, or other technical enhancements
Update and maintain databases for users, customers, vendors, and other various parties, ensuring data integrity and accuracy
Assist in training current users and new team members on software and other various IT processes
Assist with maintaining an accurate account of all hardware inventory including but not limited to stocking, organizing, documenting, and obtaining user agreements for all hardware and various assets
Complete equipment set-up for new team members in accordance with position requirements
Assist the IT team with the set-up and installation of new computers, software, and other equipment for new sites as necessary
Intake and deploy hardware; stocking, imaging, configuring, and delivering desktops, laptops, and other peripherals
Continue to enhance knowledge and skills as it relates to market trends and internal processes and procedures
Works directly with the IT team for continued skill development and learning opportunities
Build professional relationships with team members and vendors by providing excellent customer service thorough various methods of communication
Other duties as assigned
Requirements
Knowledge, Skills, and Abilities
Bachelor’s degree in computer science, information technology or equivalent experience
Proven working experience in providing help desk support to non-technical users
Professional IT Certification credentials are encouraged
Intermediate working knowledge of MS Server 2019/2022/2025
Advanced working knowledge of Windows 11 Operating System
Intermediate working knowledge of Office Applications for O365, and Active Directory services
Intermediate knowledge of TCP/IP, DHCP, DNS
Proficiency in iOS and Android mobile operating systems
Proficiency in English
Excellent written and verbal communication skills
Working knowledge of help desk management software and remote access applications
Advanced troubleshooting, analytical thinking and multi-tasking skills
Experience provisioning and configuring Windows computers for a domain environment
Experience with setting up IT infrastructure in a physical location – cable management, setting up workstations, ensuring network connectivity etc.
Intermediate knowledge of configuring managed switches
Strong organizational skills for maintaining computer inventory and stocking supplies
Ability to work in a fast-paced, action-oriented environment
Ability to travel up to 10% of the time
Our Values
Embrace New Ways: obstacles are opportunities, and challenges are catalysts for change
Serve the Community: give back and pay it forward
Drive to Achieve: ambition and determination – we can achieve anything we can imagine
Purpose Over…