IT Helpdesk Services Specialist

Job Description

*Applicants MUST submit a cover letter with resume to be considered.

*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.

*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

BASIC FUNCTION:

Provide end users with all hardware and software technical support in a timely and courteous manner. Must also be able to identify, research, and resolve computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal); work well under pressure and capable of prioritizing assignments.

WORK PERFORMED:

Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner.

Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.

Maintain advance knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.

Support end-users with remote access on desktops/laptops and mobile devices across platforms.

Knowledgeable in VDI (Virtual Desktop Infrastructure)

Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).

Assist end-users in developing working knowledge of systems running on LAN.

Prepare SOPs and user instructions as needed.

Ability to train and conduct new-user orientations on both hardware and software as requested.

Point person for all mobile and wireless devices including set-up, deployment, and user support.

User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.

Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.

Perform tasks and functions as required by supervisor.

Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.

Occasional travel to the various ESD offices may be required.

MINIMUM REQUIREMENTS:

HS Diploma or equivalent with 5 years’ relevant experience. Associates in Computer Science preferred. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification required or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Minimum 4+ years’ customer service experience, including phone support in a fast-paced environment. Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.

Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; VDI knowledge a plus. Also, all other ESD supported applications.

Full-time