IT Help Desk

About the role

Help Desk Engineer is an advanced level IT Service Desk position responsible for receiving, prioritizing, routing, troubleshooting and escalating end-user IT support requests. This position will provide an advanced level of troubleshooting and diagnostics, develop new solutions to problems, and support other team members.

Responsibilities

• Promptly arrive to work on-time with a positive attitude
• Flexible to work after hours and weekends as needed
• Receives, prioritizes, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Manages end user expectations throughout the support process
• Documents complex problem resolutions in the IT wiki/knowledgebase
• Provides advanced end-user training as needed and encourages use of self-help IT resources
• Provisions common IT assets, such as computers, mobile devices, printers, phones, etc.
• Maintains a consistent desktop environment across all managed computers
• Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets
• Assists with periodic IT and other departmental projects as needed
• Provides and manage support requests to remote clients
• Performs preventative maintenance, including checking and cleaning of computers, printers, and peripherals
• Assists in managing IP phone services, including directory numbers, department call flows and voicemail
• Assists in requirements gathering for new software, equipment and processes
• Recognizes recurring support request trends and recommends problem resolutions
• Identifies opportunities for improving IT services
• Ability to collaborate with others and work in a team environment as a team player
• Ability to work independently without supervision

Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties as requested.

Requirements

• Position is required to sit, stand, walk, stoop, bend, reach and kneel occasionally; lift from 15 to 20 lbs.
• Noise, dust, lighting, temperature and physical/ergonomic hazards are typically of those usually found in an office environment.

Qualifications

• 1+ year’s computer service or support related work experience
• Excellent customer service and interpersonal communication skills
• Expert troubleshooting and problem-solving skills
• Excellent understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices and networking concepts
• Knowledge and experience with operating systems and protocols used within organizations these include: Windows 10, Apple OSX, Linux, TCP/IP, FTP, etc
• Basic understanding of backup software for imaging machines
• Knowledge of Malware, Antivirus, and host firewalls
• Be able to troubleshoot hardware, operating system, application, and network issues
• Must be a quick learner and a self-starter
• Ability to multitask and work with minimal supervision
• Knowledge of CAT5E/CAT6 and fiber optic cable handling and standards is a plus

Skills

• Knowledge of all Microsoft applications
• Very solid computer knowledge
• Effective trouble shooting skills
• Ability to multi-task many projects
• Ability to teach and train employees who need assistance
• Working knowledge of PCs, Microsoft Windows, and MACs