Helpdesk Support

JOB TITLE:  Helpdesk Support                                                            

REPORTS TO: IT Manager

DEPARTMENT: IT                                         

FLSA STATUS: Full-Time; Exempt

SUMMARY

The Helpdesk Support team member is responsible for providing technical support and assistance to end users, whether on the phone or in person.  This person will be the first point of contact when employees need someone to troubleshoot IT related issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical support to end users by researching and answering questions, troubleshooting problems, and maintaining workstation performance
• Guide end users remotely and/or in person through systems configuration, troubleshooting, and maintenance
• Improve end user references by writing and maintaining documentation
• Participate in development of end user training programs by identifying learning issues and recommending best practices
• Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel as needed
• Provide new employee orientation on systems
• Improve system performance by identifying problems and recommending changes
• Maintain professional and technical knowledge by attending educational workshops; review professional publications, establish personal networks; benchmark state-of-the art practices; participate in professional societies, and awareness of current trends within the industry
• Manage helpdesk support ticket system to allow for accurate reporting
• Complete projects by coordinating resources and timetables with user departments
• Perform other duties and responsibilities as assigned

QUALIFICATIONS 

• Bachelor’s Degree preferred
• 4+ years of IT experience
• Microsoft 365 experience
• Basic Network troubleshooting skills
• Experience using Microsoft Office applications such as Word, Excel and Outlook
• Excellent problem-solving skills
• Comprehensive knowledge of computer systems and experience autonomously troubleshooting hardware, printing, imaging and software issues
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service
• Able to lift 30+ pounds