EXPECTATIONS
We are looking for experienced problem solvers who are not just great technically, but also effective communicators with a variety of users. This is a fast-paced environment where IT Help Desk Technicians work on projects but also are expected to be responsive and available to assist users with their technology support needs. Having a concierge mindset is important when responding to the technology support needs of colleagues. We are a team oriented workplace where everyone is expected to pitch-in and offer advice. No Help Desk ticket is too small.
OUTCOMES
Ensures that:
- The first line of IT technical support for users is efficient, professional and timely.
- Technical problems are escalated appropriately in a timely way.
- End users can effectively and efficiently utilize IT tools.
- Best results are achieved through collaboration with colleagues.
- IT issues are addressed promptly and professionally with minimum interruption to business processes and issues are escalated properly.
- Documentation is thorough, accurate, prompt and useful.
- All tasks and activities support the overall maintenance of corporate IT infrastructure.
- Special projects assigned by management are completed correctly.
- All projects and tasks are completed according to schedules and deadlines.
Answering Help Desk calls Diagnosing problems
Configuring workstations and servers Implementing applications
Supporting users when using off-the-shelf software Providing user training
Administering network peripherals.
Remediating slow systems (users’ device, servers’, resources, printing…) Resetting passwords
Provision Cellphones
Provision workstations and VDI
Setup new users’ desk in advance in a streamlined process and provide user training Administering users accounts
Administering the phone system (phone extensions, hunt groups, outages…)
Generating reports as required
Creating new Active Directory user accounts
Maintaining Active Directory workstations and server OU’s, GPO’s user information, i.e. Title”, “Change”, Location, Phone number, etc.
Assisting users with Outlook
Fixing printer jams and other printing problems
Processing user terminations checklist, tracking equipment, disable accounts Wiping cell phones and devices following industry best practice
Coordinating specific tasks requested by Department Head when completing Termination Checklists
Resolving open tickets
Following up on open tickets to ensure quick completion and user satisfaction Encrypting laptops
Monitoring the servers for errors
Following up with vendors on any administrative issues for IT Escalating technical issues appropriately
Changing toners
KNOWLEDGE REQUIREMENTS
Operating Systems: Proficiency in common operating systems such as Windows, macOS, and potentially Linux.
Basic Networking Concepts: Understanding of network connectivity, IP addresses, and basic troubleshooting.
Hardware Components: Knowledge of common hardware components in desktops, laptops, and peripherals.
Software Applications: Familiarity with common software applications like office suites, web browsers, and email clients.
IT Tools: Ability to use IT service management tools and ticketing systems effectively. Communication Skills: Strong verbal and written communication skills to interact with end- users and convey technical concepts clearly.
Customer Service: A customer-focused mindset with the ability to empathize with user issues and provide a positive experience.
Problem-Solving: Basic problem-solving skills to analyze and address straightforward technical issues.
Documentation: Skill in documenting incident details, solutions, and interactions accurately. Process Adherence: Understanding of established support procedures and adherence to company policies.
Additionally:
- Advanced MS Applications, especially Exchange/Outlook, Teams, Word, Excel, PowerPoint etc.
- Calendar management, Teams meetings and file storage across the infrastructure
- Web Browsers – Chrome Internet Explorer
- Advanced User functions in MS Windows, file manager, settings, Registry features and edits
- Intermediate Network knowledge – connectivity, wireless access and trouble shooting
- Password and Identity management advanced skill (OKTA, DUO and self-service tools).
MINIMUM HIRING REQUIREMENTS
BA in Computer Science Current Microsoft certifications
1 year experience with systems and user support
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand and walk; to write and perform data entry on a desktop computer. The employee is occasionally required to sit/walk/bend; lift and/or carry no more than 30 pounds. Specific vision abilities required by this job include close vision, frequent reading. The noise level in the work environment is usually low. Employee may be required to crawl under desks and move furniture. The employee may be required to use a hammer and screw driver. The normal work schedule is 40 hours per week. May occasionally be required to travel to other sites within the United States.
