Position Summary

The primary responsibility of the IT Helpdesk Specialist is to deliver technical support and assistance to associates facing computer-related issues, whether through phone conversations or in-person interactions. This role encompasses efficiently resolving both software and hardware problems to guarantee the smooth operation of their systems. It involves proactive engagement with co-associates, diagnosing their issues, and offering effective solutions to promptly restore functionality.

Duties & Responsibilities

The primary responsibility of the IT Helpdesk Specialist is listed below and should be considered non-exhaustive:

• Respond to first level requests for technical assistance in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Follow standard help desk procedures
• Administer help desk software and hardware installation
• Follow up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource following escalation procedure
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Resolve technical problems with local area networks and wide area networks
• Prepare activity reports, weekly and monthly
• Report to direct superior of recurring problems following incident management
• Stay current with system information, changes and updates
• Help update training manuals for new and revised software and hardware including it policy
• Train computer users as necessary
• Clean up computers, preventive maintenance

The secondary responsibility of the IT Helpdesk Specialist is listed below and should be considered non-exhaustive:

• Ensure that the network and server infrastructure is up and running.
• Monitor network traffic, study and help scale network capacity to meet maximum performance
• Provide support in troubleshooting network, server, and end point infrastructure issues
• Performs other duties as assigned under the IT area of responsibility

• Functional Competencies
• Bachelor’s degree in information systems, computer science or related field
• 2 to 3 years of experience in information technology and supporting infrastructure
• Background in software applications maintenance (deploy, teach, troubleshoot) at server-side (active directory, file services, antivirus), VOIP solutions (3CX) and PABX 
• Familiarity with Cisco, Firewalls, Citrix, VPNs and Microsoft Office 365  
• Background in cloud computing and on premise server (Google Apps, AWS, Office 365 Azure)

Education & Work Background

• Bachelor’s degree in information systems, computer science or related field
• Over three years of experience in information technology supporting end user.
• Extensive experience working in a team-oriented, collaborative environment