Help Desk Support

JOB TITLE:Help Desk SupportFLSA STATUS: Non-Exempt

REPORTS TO:Help Desk Manager DEPARTMENT: Information Technology

SUMMARY: Performs high performing service delivery functions pertaining to Help Desk services for the Information Technology Department in addition to providing support to the Information Technology Department by performing the following duties.

DUTIES AND RESPONSIBILITIES:

• Assists in performing hardware and software installation procedures.
• Performs software configuration on stand-alone computers and laptops.
• Provides support in identifying, investigating and resolving user’s problems with hardware and software issues and troubleshooting activities.
• Fields support calls, Help Desk tickets, and other communication from users with inquiries regarding connectivity, printing, and similar concerns.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Takes user support requests and takes measures to fulfill requests.
• Consults with users to determine steps and procedures taken to identify and resolve issues.
• Lays cables and wires for networks and ensures they are in good working order.
• Assists in hardware and software inventory management.
• Handles periodic maintenance of hardware and software.
• Troubleshoots equipment such as printers, scanners and other peripherals.
• Handles researching options and researches computer bugs and their solutions.
• Takes telephone calls from users and attempts to assist them with their information technology questions and problems.
• Handles IT-related documentation and ensures all IT supplies are available.
• Provides users with ongoing assistance in their information technology problems.
• Provides support in setting up end-user training activities.
• Provides support for Audit/Visual equipment for virtual meetings.

COMPETENCIES:

• Ability to communicate well with others on staff, both orally and in writing.
• Ability to explain technical issues to technical and non-technical employees.
• Ability to effectively interact with individuals at all levels of responsibility and authority.
• Ability to interact and maintain professional relationships with staff as well as clients.
• Ability to manage work load and deadlines.
• Must be well organized, detail oriented and thorough.
• Ability to work both independently and as part of a team with professionals at all levels.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Bachelor’s degree from four-year college or university in Computer Science, Computer Information Systems, or related field or equivalent work experience. Three years’ experience in customer technical support highly preferred. Trouble-shooting, organizational, customer service, and facilitation skills preferred. A+ certification a plus.

Computer Skills:

Basic knowledge of Microsoft suite of applications (including Office 365, Word, Excel, PowerPoint, Outlook, Publisher, Access, Teams), hardware and software, office automation and data communications. Knowledge of Windows, browsers, active directory, familiarity with mobility, voice/video tools and basic network troubleshooting.

Firm Culture/Client Service:

Promotes the firm’s culture, including supporting Heard, McElroy & Vestal’s philosophy of developing a relationship with each client on a personal level, catering to their specific needs.

Ability and judgment to interact and communicate appropriately with other employees, clients and management. Ability to serve clients, both internal and external (community/public) in a manner that will support superior client relations.

Physical Demands/Work Environment:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk or use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.

This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Heard, McElroy & Vestal shall, in its discretion, modify or adjust the position to meet the Firm’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Firm’s sole discretion.

Heard, McElroy & Vestal is an Equal Opportunity Employer. We actively seek and employ qualified persons in all job classifications and administers all personnel actions without regard to race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, non-job related disability, veteran/military status, genetic information, gender identity, sexual orientation or any other characteristic protected by applicable federal, state or local law.