Help Desk Specialist

This position reports to the Director of Information Technology and is responsible for resolving Help Desk tickets, as well as, fielding phone calls made to the Information Technology Department. This position requires entry level computer and networking knowledge, coupled with excellent customer support skills and a great team attitude. The person accepting this position will be required to respond to tickets in a timely manner, answer phone calls as they come in, and assist with short and long term departmental needs.

Essential Job Functions

  • Utilize and maintain the helpdesk tracking software

  • Provide helpdesk support and resolve problems to the end user’s satisfaction

  • Monitor and respond quickly and effectively to requests received through the helpdesk

  • Monitor for tickets assigned to the queue and process first-in first-out based on priority

  • Modify configurations, utilities, software default settings, etc. for the local workstation

  • Document internal procedures

  • Assist with onboarding of new users

  • Ensure each workstation is properly setup, tested, and ready for use prior to being deployed

  • Maintain inventory of all equipment, software and software licenses

  • Report issues to other Information Technology staff when they need to be escalated

  • Assign users and computers to proper groups in Facility Dude, Active Directory, and other systems

  • Perform timely workstation hardware and software upgrades as required

  • Ability to effectively communicate verbally and in writing

  • Ability to concisely and effectively explain IT issues and resolutions to the layperson

  • Must be able to bend, push, pull office equipment on an intermittent basis

  • Must be a licensed and insured driver

  • Other tasks as assigned

Minimum Experience and Training Qualifications

This position will require a minimum of a two-year Computer Science related degree and/or two years’ relevant computer or network experience. A person may be considered with relevant computer or network certifications or an equivalent.

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