IT Helpdesk Specialist I

Essential Job Duties And Responsibilities

• Respond to and resolve routine help desk tickets related to desktops, laptops, printers, and approved applications
• Install, configure, and troubleshoot workstation hardware, peripherals, and standard software
• Provide remote and onsite end-user support across MWG offices using approved tools
• Maintain accurate documentation and ticket updates in the IT ticketing system
• Follow established procedures, security standards, and escalation guidelines
• Aid with conference room setup and basic user training as assigned
• Travel to local offices as needed for installations, upgrades, or troubleshooting

Experience, Knowledge, And Skill Requirements

• Sustained successful performance as a Help Desk Specialist I or equivalent experience
• Demonstrated reliability, accountability, and professional maturity
• Stronger working knowledge of systems, applications, and tools supported by IT
• Familiarity with Windows 10 and higher in a business environment
• Experience supporting Microsoft Exchange 2016 and higher
• Familiarity with Windows Server 2016 and higher
• Familiarity with VOIP phone systems (ShoreTel/Mitel or equivalent)
• Familiarity with MAC and other Apple products
• Familiarity with Barracuda or similar security devices
• Ability to present findings and recommended solutions to IT leadership and non-technical audiences
• Ability to work independently and manage workload effectively
• Experience identifying system or service issues and escalating with appropriate context
• Continued learning to remain effective as systems, tools, and technologies evolve

Job Essential Requirements

• Must be able to read, write, and speak English
• Must be able to work as scheduled
• Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately
• Must be able to bend, stretch, reach, and sit or stand at a desk during 85% of the working day
• Must be able to remain stationary at workstation for extended times and/or walk throughout the area the division encompasses
• Will require a significant amount of computer usage, viewing computer screens, and using computer for reporting and all major job functions
• Must be able to lift, stoop, and carry equipment items and supplies weighing up to 50 pounds
• Must be able to operate a motor vehicle