Help Desk Services Specialist

IT Helpdesk Support Position

Duties Description

Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.

Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner.

Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.

Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.

Support end-users with remote access on desktops/laptops and mobile devices across platforms.

Knowledgeable in VDI (Virtual Desktop Infrastructure)

Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity.

Assists end-users in developing working knowledge of systems running on LAN.

Prepare SOPs and user instructions as needed.

Support all users with remote and mobile/wireless device needs.

User support and setup of Click Share/laptops for Zoom/Web Ex webinars and conferences.

Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment; and liaise with third-party support and PC equipment vendors.

Ability to train and conduct new-user orientations on both hardware and software.

Perform tasks and functions as required by manager and directors.

Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.

Occasional travel to the various ESD offices may be required.

Minimum Qualifications

Education level required (education required for this position):
Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.

Relevant experience required:
Minimum 4+ years customer service experience, including phone support in a fast-paced environment.

Knowledge required:
Helpdesk Solution; O365; MS Windows 10+;
Mac iOS; MS Office 2016+;
Adobe Cloud Suite;
Kofax PDF Software; iOS Mobile device Applications & firmware;
Web-based video conferencing tools;
Microsoft Windows;
Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications.

Additional Comments

Salary range as specified.

Comprehensive Benefits Package.