IT Help Desk

Help Desk Engineer is an advanced level IT Service Desk position responsible for receiving, prioritizing, routing, troubleshooting and escalating end-user IT support requests. This position will provide an advanced level of troubleshooting and diagnostics, develop new solutions to problems, and support other team members. ESSENTIAL RESPONSIBILITIES

• Promptly arrive to work on-time with a positive attitude.
• Flexible to work after hours and weekends as needed.
• Receives, prioritizes, responds to and resolves or escalates support requests.
• Manages support requests and ticket queues within the Service Desk ticketing system.
• Manages end user expectations throughout the support process.
• Documents complex problem resolutions in the IT wiki/knowledgebase.
• Provides advanced end-user training as needed and encourages use of self-help IT resources.
• Provisions common IT assets, such as computers, mobile devices, printers, phones, etc.
• Maintains a consistent desktop environment across all managed computers.
• Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets.
• Assists with periodic IT and other departmental projects as needed
• Provides and manage support requests to remote clients.
• Performs preventative maintenance, including checking and cleaning of computers, printers, and peripherals.
• Assists in managing IP phone services, including directory numbers, department call flows and voicemail.
• Assists in requirements gathering for new software, equipment and processes.
• Recognizes recurring support request trends and recommends problem resolutions.
• Identifies opportunities for improving IT services.
• Ability to collaborate with others and work in a team environment as a team player
• Ability to work independently without supervision

Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties as requested.

• 1+ year’s computer service or support related work experience.
• Excellent customer service and interpersonal communication skills
• Expert troubleshooting and problem-solving skills
• Excellent understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices and networking concepts
• Knowledge and experience with operating systems and protocols used within organizations these include: Windows 10, Apple OSX, Linux, TCP/IP, FTP, etc.
• Basic understanding of backup software for imaging machines
• Knowledge of Malware, Antivirus, and host firewalls.
• Be able to troubleshoot hardware, operating system, application, and network issues.
• Must be a quick learner and a self-starter
• Ability to multitask and work with minimal supervision
• Knowledge of CAT5E/CAT6 and fiber optic cable handling and standards is a plus, To perform this job successfully, an individual should have knowledge of all Microsoft applications; very solid computer knowledge; effective trouble shooting skills; ability to multi-task many projects; ability to teach and train employees who need assistance and, working knowledge of PCs, Microsoft Windows, and MACs