IT help Desk Back-up Specialist

The IT Help Desk & Back-Up Specialist is a position within the Information Technology department. The role involves providing fast and effective technical assistance on computer systems for staff, addressing basic technical issues, and escalating more complex problems to the next level of support. The specialist must possess strong technical knowledge and excellent communication skills to understand problems and explain solutions effectively., * Help Desk Technician

• Serve as the first point of contact for staff seeking technical assistance.
• Gather detailed information regarding the technical issues experienced by users.
• Create Help Desk Ticket Records to document assistance needs and specific technical issues.
• Perform remote troubleshooting through diagnostic techniques and questions.
• Develop, evaluate, and implement the most effective technical solutions promptly.
• Escalate complex issues to the next level of IT support as needed.
• Respond to staff issues via phone and email, keeping users informed of progress and solutions.
• Close Help Desk Ticket Records, indicating the implemented solution.
• IT Administration and Operations
• Maintain documentation of IT processes and procedures.
• Install, modify, and repair computer hardware and software.
• Server Back-Ups & Disaster Recovery
• Diagnose and resolve issues with mission-critical server backups.
• Regularly test backup hardware and software for validity and consistency, requiring travel to offsite locations.
• Test each backed-up server for disaster recoverability in a sandbox environment and troubleshoot any issues.

• Associate’s Degree in Information Technology or 2 years of experience in a help desk environment.
• Knowledge of automation products, databases, disaster recovery, and backup support.
• Experience in a Microsoft Windows environment.
• Excellent problem-solving skills and ability to resolve basic computer technical issues.
• Highly organized with attention to detail for managing help desk support calls.
• Strong interpersonal skills for effective communication with users.
• Patience and customer service-friendly attitude for assisting users experiencing technical issues.
• Flexibility to work evenings or weekends for system installations/updates.
• Willingness to travel between local and branch offices., * Commitment to the firm’s values, ethics, and fiduciary obligations.
• Ability to maintain confidentiality.
• Strong verbal and written communication skills.
• Customer service orientation.
• Problem-solving capabilities.
• Team interaction and collaboration skills.

Equipment, Software, and Materials Used

• Microsoft Windows Environment
• Servers
• Back-Up Systems
• Disaster Recovery in a Sandbox Environment
• Microsoft Office Suite
• Informational System (Advent/APX)
• CRM (Pivotal)
• Email & Calendar (Outlook), The physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Must be able to perform the essential physical functions of the position, including sitting, standing, walking, stooping, kneeling, and lifting up to 25 pounds, with or without reasonable accommodation.

PEAK’s benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.