Information Technology Help Desk Specialist

Job Type Full-time 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 valuesProvide first level IT support by evaluating, prioritizing, and managing help desk inquiries Identify, research, diagnose and troubleshoot issues and provide solutionsRespond in a timely manner to address system or other equipment or service issuesEnsure proper recording, documentation, follow-up, and closure of all help desk inquiriesTrack, route, and properly escalate unresolved inquiries to the next level of supportContinuously 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 enhancementsUpdate and maintain databases for users, customers, vendors, and other various parties, ensuring data integrity and accuracyAssist in training current users and new team members on software and other various IT processesAssist 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 assetsComplete equipment set-up for new team members in accordance with position requirementsAssist the IT team with the set-up and installation of new computers, software, and other equipment for new sites as necessaryIntake and deploy hardware; stocking, imaging, configuring, and delivering desktops, laptops, and other peripheralsContinue to enhance knowledge and skills as it relates to market trends and internal processes and proceduresWorks directly with the IT team for continued skill development and learning opportunitiesBuild professional relationships with team members and vendors by providing excellent customer service thorough various methods of communicationOther duties as assigned Requirements Knowledge, Skills, and Abilities Bachelor’s degree in computer science, information technology or equivalent experienceProven working experience in providing help desk support to non-technical usersProfessional IT Certification credentials are encouraged Intermediate working knowledge of MS Server 2019/2022/2025Advanced working knowledge of Windows 11 Operating SystemIntermediate working knowledge of Office Applications for O365, and Active Directory services Intermediate knowledge of TCP/IP, DHCP, DNSProficiency in iOS and Android mobile operating systemsProficiency in EnglishExcellent written and verbal communication skillsWorking knowledge of help desk management software and remote access applicationsAdvanced troubleshooting, analytical thinking and multi-tasking skillsExperience provisioning and configuring Windows computers for a domain environmentExperience with setting up IT infrastructure in a physical location – cable management, setting up workstations, ensuring network connectivity etc.Intermediate knowledge of configuring managed switchesStrong organizational skills for maintaining computer inventory and stocking suppliesAbility 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 changeServe the Community: give back and pay it forwardDrive to Achieve: ambition and determination – we can achieve anything we can imaginePurpose Over Pride: Collaboration, thoughtful listening, and respect guide how we work with each other WE’VE GOT YOU COVERED We take pride in supporting the health and well-being of our teammates and their families: Full medical, prescription, dental and vision benefitsCompany-paid life and AD&D insuranceCompany-paid short-term and long-term disabilityA 401(k) retirement plan with company matchPaid time off, accrued based on years of serviceSupplemental insurance for employees and familiesEmployee Assistance Program for confidential counselingAdditional paid day off to provide community or charitable servicesPaid holidays; approximately fourteen (14) per yearPeace of mind and a great working environment MRK provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, sexual orientation, and gender identity. #HP