It Help Desk Associate

Assists users in resolving computer software and hardware problems, issues with the phone and time keeping systems, and works on various IT projects.

Essential Duties and Responsibilities include the following.

• Assists in the development of IT projects.
• Research issues, prepares a risk assessment, and details project scope. Recommends solutions.
• Effectively works independently or with team to implement project plan and communicates the project status at regular intervals.
• Works with the Network Administrator/IT Manager on the development plan for systems
• Maintains standards for user accounts, network, and email. Monitors, documents, and reports on system performance.
• Manages the Help Desk, which includes answers, evaluates, and prioritizes incoming Help Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies; analyzes and evaluates requests and makes recommendations for improvement; and continually evaluates customer needs.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluations and recommendations for management review. This is to include cost savings and return on investment calculations, and a risk assessment
• Investigates, resolves, and documents all abnormalities as required
• Performs semi-annual inventory of software, client, and peripheral hardware, and maintains licensing compliance for software on a regular basis
• Develops training materials such as exercises and visual displays.
• Trains users and IT staff as needed or recommends outside contractors to provide training.
• Assists various departments with their projects
• Installs and/or moves personal computers, software, peripheral equipment.
• Provides backup to all functional areas in the IT department.
• Performs job functions in accordance with Company policies/procedures
• Regular attendance is required. Overtime as needed to complete job functions.
• Other duties may be assigned

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

• Associate degree (A. A.) or equivalent from two-year college or technical school; or a minimum of three (3) years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of HP Aruba switches and access points preferred.
• Knowledge of DNS, DHCP, Networking, Server Administration.
• Knowledge of Hyper-V and Hyper-V Clusters.
• Knowledge of VOIP and PBX systems.

Work Environment

• The work environment characteristics described here are representative of those an employee 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 employee is occasionally exposed to moving mechanical parts.