IT Help Desk

• Serve as the first point of contact for customers and users seeking technical assistance
• Diagnose and resolve technical hardware and software issues
• Research issues using available and appropriate information sources
• Escalate urgent issues that cannot be resolved timely
• Inform management of recurring and/or critical issues
• Maintain a log of help desk interactions and a knowledge base of common issues and relevant fixes
• Advise customers and users of appropriate actions and safe use of computers and peripherals
• Follow up with customers and users to ensure complete resolution of issues
• Help to create/maintain work instructions and training manuals for new and revised hardware and software
• Help to create/maintain standardized group policies across the network
• Help to create/maintain Active Directory users, groups, and overall network security
• Ensure all software updates are being installed including but not limited to windows updates and antivirus definitions
• Ensure antivirus and backups are viable
• Stay current with system information, changes, and updates
• Maintain a clean and safe working environment in the server room and with relevant computer wiring

• Degree in IT, Computer Science or another relevant field preferred
• 1+ years of related experience and training in troubleshooting and providing help desk support or equivalent combination of education and experience
• Certification in one or more relevant areas of IT expertise

Other Requirements

• Due to our customers’ purchase order requirements, this position requires that the applicant be a U.S. Person as defined in EAR.
• Local candidates only