Help Desk Specialist

Help Desk Specialist I

All IT support activities related to end user hardware, software, and other IT related issues.

• Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues.
• Research and resolve basic network (Internet Service Provider modems, Cisco routers) issues, hardware, and software application issues.
• Document and track the details of the issue, status and resolution, using the help desk tracking application.
• Communicate and follow up with the user while working the issue and ensure successful and timely completion of the issue.
• Perform end user computer refreshes.
• Complete work orders, fully documenting each step of the troubleshooting process.
• Aid with division office moves.
• Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company.
• Ability to work on-call rotation.
• Ability to work overtime.
• Ability to travel overnight.

• High school diploma or general education degree (GED).
• Two to four years related experience and/or training in an IT support environment.
• Must have basic knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version.
• Experience replacing basic components of various makes and models of system and printer hardware.
• Must be able to troubleshoot all aspects of computer components.
• Ability to adapt to a constantly changing environment.
• Possess strong interpersonal, written and verbal communication skills.
• Proficiency with MS Office and email.
• The employee must frequently lift and/or move up to 50 pounds.

• Windows/Android/Apple phone support experience a plus.
• Experience with VNC, Cisco Any Connect, or other remote connectivity software a plus.
• CompTIA A+ or similar certification a plus.

• Medical, Dental, and Vision.
• 401(K).
• Employee Stock Purchase Plan.
• Flex Spending Accounts.
• Life & Disability Insurance.
• Vacation, Sick, Personal Time, and Company Holidays.
• Multiple Voluntary and Company provided Benefits.