Help Desk Support Technician

Major Responsibilities

• Responds to end-user requests for technical assistance by phone, email, and ticketing system to resolve issues in a quick and efficient manner
• Troubleshoots and resolves basic computer, application, system, device, access or performance issues
• Researches and responds to user questions, and explains complex fixes in plain language
• Escalates issues to appropriate teams where necessary
• Instructs users how to use systems and applications for best practices and in compliance with IT policies
• Logs and maintains user requests and solutions in ticketing system
• Administers user accounts across country, such as resetting passwords, adding, and removing access (Office 365 portal)
• Supports the installation and configuration of equipment system software
• Provision end user devices such as laptops, tablets and phone equipment
• Provides endpoint management including remote support, and patch management
• Supports with the asset management and maintain product lifecycles
• Supports server and network management
• Utilizes network monitoring solution to support infrastructure and escalate when needed
• Follows standard operating procedures, and creates new procedures for resolutions, and when otherwise appropriate
• Records time accurately in ticketing system, including documenting issue resolution
• Participates in projects to advance department goals
• Participates in On-Call rotation to support staff outside of standard business hours
• Administers SharePoint sites and manages permissions
• Occasional travel required, up to 25%
• Performs all other duties as assigned

Education & Work Experience

• High School Diploma or GED required
• 2+ years experience in similar help desk analyst role
• 2+ years experience with hardware setup and configuration
• Familiarity with Microsoft Autopilot and Copilot, SharePoint administration, and Office 365

Skills & Knowledge

• Excellent communication skills, both written and verbal
• Analytical and multitasking skills, with the ability to prioritize tasks
• Knowledge of ITIL service management concepts
• Time management and organization skills
• Strong interpersonal and customer service skills
• Ability to work independently and in a team environment