IT Help, Infrastructure and Technical Support

The IT Help Desk contributes to the success of ASW’s mission, vision and values by providing technical assistance and support related to computer systems, hardware and software. Responds to queries, runs diagnostic programs, isolates the problem, and determines and implements solutions.

Help Desk, Infrastructure, and Technical Support Duties

• Provide technical assistance, maintenance, and support for incoming queries and issues related to computer systems, software, hardware, printers, and mobile devices.
• Monitor daily performance, reliability, and functionality of computer systems and IT infrastructure.
• Procure, install, configure, image, deploy, maintain, and repair computer hardware, printers, software, and mobile devices.
• Train and support end users on hardware, software, and company systems.
• Run diagnostic programs and perform troubleshooting to resolve hardware, software, network, and system-related problems.
• Perform basic to intermediate troubleshooting on LAN/WAN, wireless, and network connectivity issues.
• Assist with network monitoring and proactively identify connectivity or performance issues.
• Support and maintain Microsoft Windows operating systems and Office applications.
• Provide backup support for Active Directory administration, user account management, password resets, permissions, and group policies.
• Push software updates, security patches, operating system updates, and application deployments to company devices using Microsoft Configuration Manager.
• Support system imaging, workstation deployments, and device lifecycle management.
• Assist in maintaining inventory, organization, cleanup, recycling, and disposal of IT hardware and equipment.
• Travel to company-supported sites to assist with functionality, troubleshooting, replacement, and repair of IT hardware, equipment, and devices.

Infrastructure and Security Support

• Assist in maintaining secure and reliable IT infrastructure systems.
• Support network security initiatives to help minimize internal and external security risks.
• Monitor systems, devices, and network performance to ensure operational stability and uptime.
• Support server, virtualization, and remote desktop environments as needed.
• Research and recommend technologies that improve productivity, security, and operational efficiency.
• Follow IT security policies, data privacy requirements, and company compliance standards.
• Assist with documentation of systems, configurations, procedures, and troubleshooting processes.

Communication and Team Support

• Maintain effective communication with supervisors, employees, vendors, and end users regarding technical issues and solutions.
• Provide technical assistance and guidance to users and team members when needed.
• Support IT projects, upgrades, and continuous improvement initiatives.
• Promote safety practices, maintain quality standards, and contribute to a positive team environment.

• Customer service: 1 year (Preferred)