IT Help Desk

PURPOSE AND SCOPE : 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. POSITION QUALIFICATIONS 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 OTHER SKILLS/REQUIREMENTS : 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 PHYSICAL DEMANDS Position is required to sit, stand, walk, stoop, bend, reach and kneel occasionally; lift from 15 to 20 lbs. WORK ENVIRONMENT : Noise, dust, lighting, temperature and physical/ergonomic hazards are typically of those usually found in an office environment.