IT Helpdesk Specialist
100% Onsite in West Chester, OH
4 month contract with potential for extension or permanent hire
Summary:
The IT Help Desk Specialist is responsible for first-level problem determination, ticket management, and resolving technical issues for end-users. The role includes providing support across Windows, macOS, and iOS devices, along with software and hardware troubleshooting in a manufacturing environment. The position requires strong diagnostic skills, attention to detail, and the ability to work in an industrial setting.
Responsibilities:
- Troubleshooting & Support: Resolve end-user technical problems related to Windows, macOS, iOS devices, and associated software/hardware, including devices connected to manufacturing equipment.
- Ticket Management: Accurately log and resolve 60-80 tickets per month, with most issues resolved within a day.
- Communication: Provide clear and concise problem information to internal and external service personnel.
- Documentation: Maintain and update Help Desk documentation, records, and procedures, ensuring accuracy and relevance.
- Training: Identify and recommend training opportunities for the Help Desk team to enhance service quality.
- Problem Escalation: Escalate complex issues as necessary while maintaining responsibility for problem resolution.
Required Skills:
- Diagnostic Skills: Strong ability to diagnose and troubleshoot end-user computing issues.
- Platform Experience: Proficiency in troubleshooting Windows, macOS, and iOS platforms.
- Manufacturing Environment: Comfortable working in a manufacturing setting, including wearing steel toe shoes and safety glasses.
Desired Skills:
- Gsuite Experience: Prior experience with Gsuite or equivalent (Office 365).
- Documentation: Ability to create and maintain detailed and accurate documentation.
Qualifications:
- Experience: 1-3 years of IT Help Desk experience.
- Certifications: A+ or Net+ Certification preferred, or demonstrated progress towards certification.
- Communication: Demonstrated ability to communicate effectively in person and by phone.
- Initiative: Ability to manage multiple priorities and complete projects independently.
