Help Desk Support Specialist

Description

Summary:  This position is responsible for providing first-tier technical support for hardware and software issues in compliance with Corporate IT standards. 

Time Utilization:  This position will require little to no travel.  Normal business hours are 8:00 a.m. to 5:00 p.m.  Schedule needs to be flexible to accommodate internal and external customer schedules.

 Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1.   Sets up, installs, maintains, analyzes, troubleshooting, and repairs computer systems, hardware, and computer peripherals.  Documents, maintains, upgrades, or replaces hardware and software systems.

2.   Provides Help Desk Support to end users on a variety of issues.  Identifies, researches, and resolves technical problems.  Responds to telephone calls, emails and personnel requests for technical support.  Tracks and monitors issues problem to insure a timely resolution.

3.   Monitors and troubleshoots PC connectivity and network-related problems.  Reports any issues found for final resolution.

4.   Ensures nightly backups are prepared and completed for servers, ensures correct functioning of all backups daily. Reports any inconsistencies for resolution.

5.   Ensures adherence to company policies which will includes enforcement of policies, procedures, and proper care as it relates to current and new technology used by company associates (e.g. email/technology policy, approved software on systems, appropriate storage of documents to ensure backups capture associates’ work/data, etc.) including new hire and separation items/checklist. 

6.   Provides recommendations for various user needs, determines priorities for multiple issues, answers user questions, and serves as first point of contact for IT Department. 

7.    Performs minimal phone system setup and trouble shooting. 

8.    Maintains inventory of items (e.g. printer toner, keyboards, and mice)

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/Experience:
Associate’s degree in computer science and one year related experience.

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively to associates of organization.

Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual must have working knowledge of Microsoft Office, notebooks, desktops, printers, and mobile devices.  Basic PC maintenance skills are required.

Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.   

Supervisory Responsibilities:
This job has no supervisory responsibilities.

Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.

The noise level in the work environment is usually moderate. 

Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must occasionally lift and /or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.