Job ID:
Help Desk
Job Description
Skills/ Must-haves : *Bachelor's Degree * Someone that can think on their feet and that is familiar enough with tech where new pieces of technology do not throw them off. *Good quality Level 1/Level 2 support *Someone who has used PC’s and Macs over the last 5 years. *They have had success with green people out of college so people who are younger and adaptable would be preferred *On-site people need to be personable, well-spoken and have the ability to handle pressure *Adobe, Zoom, Office, basic printer support _____________________________________________________ Job Description:      Position Summary – This position works independently to provide shared technical support remote users supporting the business. Support includes but is not limited to desktop hardware, desktop operating systems, desktop office productivity software, network hardware and software, security devices and software, printers, and mobile devices. Infrequent travel may be required.     Qualifications     Education: Bachelor degree or equivalent. Microsoft and Apple technical training is preferred.         Work Experience:          o Minimum of 3 years of experience in a help desk role is required          o Experience with end-user support, help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting and providing formal/informal technical training is required          o Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 / 365 and Office for Mac 2011 / 2016 / 365          o Experience with Windows XP, 7, 8.1 & 10 is required          o Experience with Mac 10.x is required          o Experience with Android, iOS, and Windows Mobile devices is required          o Active Directory and Exchange environment experience is required         Skills:          o Must be able to troubleshoot remote issues and support offsite users          o Ability to effectively communicate with both technical and non-technical individuals          o Ability to read and interpret documents, for example, operating/maintenance instructions and procedure manuals          o Ability to perform light to medium physical work of lifting up to 50 pounds          o Knowledge of Sharepoint or other portal products is a plus          o Knowledge of VOIP/PBX systems          o Reudementary network knowledge is a plus          o Knowledge of computer imaging          o Knowledge of VPN is required          o Knowledge of network shares, namespaces and mapped drives is required          o Knowledge of encryption          o Familiarity with Manage Engine ServiceDesk Plus         Competencies: problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility         Essential Functions:     Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person from users across the Enterprise         Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal         Performs diagnostics to collect information to determine source of error         Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone         Resolves printing issues and network connectivity issues         Troubleshoots Mac hardware and software issues and identifies and resolves hardware and software application problems         Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions         Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions         Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager         Performs imaging setup for standard desktop applications         Performs daily checks to verify system availability         Participates in creation and maintenance of IT standards and procedures         Tests and deploys new software, procedures, installation, conversion and upgrade activities