Help Desk - IT

Primary Duties:

Performs configuration, patching, testing, and debugging to support installing and updating new and existing applications.

Consult with users to identify operating procedures and clarify program objectives. Writes documentation to describe program configuration and integration points.

Participates in the testing process by developing detailed test scenarios, analyzing them, and certifying the software.

Installation and support of off-the-shelf and vendor-hosted applications and operating systems.

Reviews, analyzes, and recommends application systems to support the organization’s process automation goals; Communicate with staff, users, and management to establish requirements for new systems or modifications.

Provide friendly, courteous, and quality support to all users; Respond to incoming telephone calls, voicemails, web submissions, emails, chats, and face-to-face requests for assistance from users experiencing problems.

Refer major hardware or software problems or defective products to vendors or other technicians for service.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software and hardware (including printers)

Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Develop training materials and procedures or train users in properly using hardware or software.

Requirements

Education: Technical background or certification in the related field. A two-year degree or equivalent experience in a related area is preferred.

Technology Skills: Experience with the following IT environments: Windows OS, email and Collaboration systems, Office 365, Desktop devices—PC/Laptop/Printers/Mobile Devices.

Natural Focus on Customer Service Excellence: Commitment to consistently delivering high-quality work products and services in a timely and cost-effective manner; constantly seeking process improvement opportunities.

Communication Skills: Strong verbal, organizational, and written communication.

Strong Work Ethic: Self-starting nature and conscientious and diligent work ethic, demonstrated flexibility and integrity, and a collaborative style to build strong relationships with diverse customer groups

Physical Ability: Must lift and carry computers or IT equipment up and downstairs when needed and maneuver in tight spaces