IT Helpdesk Specialist

POSITION SUMMARY

In this role, you will provide maintenance of the computer desktop and software environment by analyzing requirements, resolving problems, programming and installing new hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include PC & printer configurations, upgrades and maintenance, end user support, and license tracking.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

• Analyze user problems, helping identify and resolve user issues within the software.
• Consult with users on issues and available solutions regarding hardware and software applications.
• Create proof of concept / functionality tests to ensure systems and procedures are working.
• Build and maintain IT controls to ensure system functionality and process throughput.
• Develop software tools and utilities to maintain systems and user configurations.
• Program & modify configurations, utilities, software default settings.
• Leverage and analyze support software to identify trends in incidents and create proactive problem resolutions.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Perform timely workstation hardware and software upgrades as required.
• Lead and manage IT process to onboard new users.
• Design and document internal IT support procedures.
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Install, test and configure new workstations, peripheral equipment and software.
• Design and manage PC setup and deployment process for new employees using standard hardware, images and software.
• Report issues requiring escalation.
• Maintain regular and reliable attendance.

REQUIRED EDUCATION / EXPERIENCE

• Associate’s Degree with coursework in Computer Science, MIS, IT or other related areas OR a combination of related education and/or experience

PREFERRED EDUCATION / EXPERIENCE

• Bachelor’s Degree in Information Systems, Business, Communications or related field
• 2 years of relevant technical experience

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

• Exercise judgment based on an understanding of organization policies and activities.
• Plan and organize effectively, prioritize goals, use time efficiently, and stay on task.
• Communicate effectively, both orally and in writing.
• Establish and maintain effective work relationships.
• Solid analytical skills, including process description, logic, problem diagnostics, and problem solving.
• Training in fundamental hardware and software support through education and experience.

PHYSICAL DEMANDS

• Some lifting from light to medium in weight
• Some bending down
• Some use of ladders

WORK ENVIRONMENT

• Position is primarily located in an office setting with minimal to moderate noise levels.
• Responsibilities in remote locations where noise levels are loud, PPE is provided and required.
• Requires working independently, as well as part of a team.
• Requires verbal and face-to-face contact with others on a daily basis.
• Requires the use and knowledge of general office equipment and computer systems.

OTHER INFORMATION

• The essential job functions and major job functions are not intended to be an all-inclusive list of the job functions that an individual will be required or expected to perform.
• Position Descriptions may be changed or revised by the Company from time to time at its sole discretion.

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.