Help Desk Specialist

Job Description

Job Description

MAURY MICROWAVE JOB DESCRIPTION

Job Title: Helpdesk Specialist

FLSA Status: Non-Exempt

Department: I.T.

Report to (Title): IT Manager

Brief Summary of the Position:

The Helpdesk Specialist supports the proper computer operations across the organization so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user technical support requests and in some cases the re-imaging and/or provisioning of new hardware or software. Problem resolution may require in-person, hands-on help at the workstation level or remote support.

Essential Duties of the Position:

• Manage basic employee onboarding processes – establishing user accounts, assigning requested permissions, deploying equipment and providing basic system training.
• Manage basic employee exit processes – terminating accounts and ensuring all Company equipment is returned.
• Assist in providing technical support of low to mid complexity computer and issues.
• Act as an escalation point for advanced or difficult help desk requests.
• Record, track and document the help desk request problem-solving process within the help desk ticketing system.
• Access software updates, drivers, knowledgebases, and FAQ resources on the Internet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading hardware and software.
• Perform troubleshooting/resolution for remote staff members and satellite office via thorough inquiries and diagnostic techniques.
• Perform hardware deployment and wire management, including workstations, laptops and printers.
• Perform preventative maintenance, including checking and cleaning workstations, laptops, printers and copiers.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups as required.
• Assist in the monitoring/troubleshooting of endpoint patching and data backup processes.

Requirements (education, prior work experience, special skills, etc)

Note: The requirements listed below represent the knowledge and skill/experience required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working towards a degree in the field of computer science and/or [1] year equivalent work experience.
• CompTia A+ certification a plus.
• Helpdesk support ticketing system experience a plus.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented and collaborative environment.
• Strong customer service orientation, with good communication skills.