Help Desk Support Tier 1

Essential Functions

• Organizes IT support requests and works to resolve issues and answer questions for the end-user.
• Monitors and reports on the health of the IT environment and escalate issues as appropriate.

Duties and Responsibilities

• Procures, deploys, maintains, and supports end-user devices and software across local and remote locations.
• Assists users with printers, tablets, mobile phones, and other peripherals.
• Develops and maintains appropriate documentation of processes and procedures to aid other IT staff members.
• Maintains and helps develop the IT customer service process.
• Works closely with other team members to resolve tickets in a timely manner; identifies trends and implements/suggests proactive measures.
• Performs after-hours maintenance as needed.
• Other duties as assigned

Education/Experience

Required:

• Associate’s degree in a technical field
• Familiarity with Microsoft Windows and Office
• Excellent people skills
• Strong organizational and problem-solving skills

Preferred:

• Bachelor’s degree
• Experience managing/maintaining desktops, servers, storage systems, server software, and network devices

Knowledge, Skills, Licenses, Certifications, Etc:

Required:

• Highly motivated, dynamic, high energy, strong initiative, and a strong drive for success
• Excellent interpersonal and customer service skills
• Strong organizational skills, multitasking skills, and attention to technical detail
• Flexibility and the ability to learn quickly
• Excellent telephone, verbal, and written communication skills
• Ability to work as a team or alone
• The ability to multi-task, manage shifting priorities, and work in a rapid, constantly evolving environment with emphasis on quality and fast customer service

Preferred:

• Industry certifications
• Expert level knowledge of computer hardware and troubleshooting and standard desktop software including Microsoft Office and Windows
• Knowledge of basic network routing and switching including VLANs
• Knowledge of network-related technologies such as DHCP and DNS
• Familiarity with remote support tools such as Microsoft Teams, Anydesk, etc.

Physical Demands

• The ability to sit for extended periods of time
• May require the ability to stand, walk, lift and carry objects, bend, crouch, crawl, and use hands from time to time

Work Environment

• Office work environment
• This position requires after-hours work