Help Desk Support

Serve as first line helpdesk and network support on computer software applications and platforms and computer/phone hardware. Perform service restoration, troubleshoot problems and work to resolve daily operations issues in a complex, distributed computing environment. Responsible for all onsite components standard within a Windows PC environment (networking, imaging, application management). There are two levels for this positionJunior and Senior. Senior will be required to handle complex issues with minimal oversight.

What you will do in this role:

• Respond to requests for technical assistance in person, via phone or electronically and render a solution in an efficient manner. Quickly define and solve problems, collect data, establish facts, draw conclusions and make decisions.
• Communicate with end-users and respond to basic requests for password reset, hardware and software setup and/or troubleshooting.
• Maintain and document the network hardware/software databases and backup all network configuration devices.
• Install, configure, and test workstations using standard hardware, software, and images
• Install/Uninstall approved software on end-user devices
• Setup and assist with mobile devices, including setup of Almo email on approved devices.
• Thoroughly and accurately document user interaction and properly escalate to remediate issues
• Support systems or product migration
• Track and route problems and requests and document resolutions.
• Senior level role will:
• Diagnose, research and resolve user technical hardware and software issues.
• Be responsible for installation of hardware systems.
• Provide recommendations for network updates, modifications and additions
• Troubleshoot network communication issues with internet connections, switches, VPNs, cabling, and firewalls

• Associates Degree or higher; IT related is preferred OR equipment experience
• 1-3 years of experience (Senior level role requires 3+ years)
• Proficiency or knowledge of Microsoft Office Suite
• Sharp problem-solving skills utilizing cognitive thinking and intuition for diverse client base
• Ability to work well under pressure, prioritize, and meet established goals in a timely manner
• Strong written and verbal communication, time management, and record keeping skills
• Customer service orientation