Support II - Desktop

About the Role

This position will require the use of remote tools to resolve open issues or complete outstanding requests involving new functionality of PC hardware, software, and peripherals. The role demands clear and precise articulation, as well as the ability to obtain information quickly and accurately.

Responsibilities

• Interacts with office personnel on support-related issues.
• Responds to all Help Desk tickets within one business day and creates relevant documentation.
• Distributes newly created documents to more experienced team members for review and posting on SharePoint.
• Follows standard escalation procedures.
• Utilizes existing documentation in the SharePoint system to complete recurring tasks.
• Performs basic troubleshooting of internal network issues.
• Works with Procurement Administrator to procure computer supplies within company guidelines.
• Administers user and email accounts at all offices.
• Documents recurring IT tasks.
• Follows up on closed Help Desk tickets with relevant documentation and distributes to more experienced team members for review and posting on SharePoint.
• Trains junior members in applicable policies and procedures.

Requirements

• Associate degree in business, information technology, or CIS/MIS.
• Understanding of HDI best practices or HDI certification.
• A+ Certification or MCP is a bonus.
• 2+ years of experience in a support role.
• Proven technical knowledge and understanding.
• Resourceful and innovative problem solver.
• Ability to work professionally, flexibly, and handle interactions with all levels of the organization.
• Demonstrated ability to communicate well with IT department members and non-technical end users.
• Self-directed, organized, and motivated.

Physical and Mental Demands

The physical and mental demands described are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Physical Demands: Regularly required to sit, talk, hear (in person and via multimedia), use hands for typing or operating standard office equipment, and reach with hands and arms. Frequently required to walk, stand, and move about to accomplish tasks. Must be able to ascend and descend stairs. Specific vision abilities include close vision and the ability to adjust focus.
• Mental Demands: Regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients, and vendors. Must maintain composure in a fast-paced, high-quality environment where personal and team accountability are critical.

Work Environment

General office environment. Work is generally sedentary but may require standing and walking for up to 10% of the time. Performed within an office setting with standard office equipment available.