Helpdesk Support Specialist

Position Summary

The Helpdesk Support Specialist requires minimal supervision and performs a wide variety of technical duties, including the support of the Company’s IT infrastructure through diagnoses. A strong customer service mindset is the key to succeeding in this role. Other duties may be assigned as required.

What you'll do

• End User Support for PC/MAC/Mobile Device and Peripherals:
  • Provide expert-level helpdesk end user support on hardware/software issues with approximately 250 internal and remote users in a hybrid desktop (50-50 PC and Mac workstations) and mobile (iOS/Android) environment.
  • Install, configure and maintain computer hardware, software and peripherals.
  • Ensure customer service is timely and accurate daily.
  • Manage helpdesk queue and escalations for priority users and provides timely resolutions.
  • Review, maintain and enforce corporate cybersecurity standards and compliance regulations (PCI, CTPAT, SOC, GDPR, CCPA).
  • Track and monitor existing and potential computer problems.
  • Make recommendations to IT Manager for fixes and enhancements.
  • Track, schedule, and deliver refreshed workstations for existing employees.
  • Participation with maintaining inventory of hardware, software and support assets.
  • Maintain standard user workstation images.
  • Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
  • Provide day-to-day technical support to employees for network infrastructure, telephone, printing and internal/remote desktop systems software and hardware.
  • Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status.
  • Provide remote support to users working offsite or from home.
• Network Administration/Engineering Duties:
  • Exchange/Outlook E-mail support including user/distribution list maintenance and archiving.
  • Support and troubleshoot VPN connectivity.
  • Address issues from security logs and Sophos endpoint monitors.
  • Maintain Network Printing. This includes basic queue administration, monitoring of traffic, addition and/or deletion of print queues as needed.
  • Ensure proper network access controls and user permissions are in place.
  • Troubleshoot network connectivity issues for end users and devices.
• Applications Support:
  • Provide tier 1 support for all priority customized application business users, primarily working on graphic, web, ecommerce and social media environments (i.e. Solidworks, ArtiosCAD, Keyshot, Adobe Creative Cloud, WorkFront, Bynder).
  • Provide tier 1 end user support for SaaS environments, such as Office365, SalesForce and AWS services.
  • Answer operational questions as it pertains to software configuration and provides solution or refers questions to appropriate contact for resolution.
• Telecom Support:
  • Telecom Administration duties. Setup Shoretel and RingCentral phones and support call center environment, add/delete extensions, configure voicemail/auto attendant.
  • Bring It! Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with minimum 4 years experience.
  • 5+ years of client support experience in a technical desktop support role.

Qualifications

• Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with minimum 4 years experience.
• 5+ years of client support experience in a technical desktop support role.
• Expert in PC and handheld operating systems hardware and software (Windows and Mac).
• Microsoft Office365 experience.
• Active Directory – Users and Computers experience.
• Strong Customer Service Support skills with C-level executives.
• Experience setting up and supporting conference room AV and Zoom Meetings.
• Heavy PC and Mac imaging experience using InTune and Jamf.
• VOIP and smartphone setup and troubleshooting.
• TCP/IP networking experience.
• Print and file share setup and troubleshooting.
• Laptop and mobile experience.
• Knowledge of Helpdesk tools for tracking issues and resolution.
• Able to use online resources including KB articles and forums for troubleshooting.
• Understanding of ticketing system, i.e. Spiceworks, FreshService.
• Willingness and commitment to learning new technologies.
• Possess strong customer service skills and the ability to interact with employees at all levels of the organization.
• Flexible, willing and able to do many different tasks in a deadline-driven environment – often changing assignments and priorities on short notice.
• Ability to excel in a fast-paced environment and work under pressure.
• Excellent oral and written communication skills.
• Attention to detail and organizational skills.
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• Able to lift 50 lbs.