Help Desk Associate

at  UPLIFT Desk

JOB DESCRIPTION

The Help Desk Associate is responsible for assisting our end users with day-to-day technical needs and issues, with a focus on excellent customer service and desire to solve problems. They will investigate and resolve reported tickets by applying knowledge of computer software, hardware, systems, best practices and procedures. Escalate tickets to other help desk staff and/or 3rd party vendor support as needed to ensure complete resolution. The Help Desk Associate should be able to work in a ticketing system under limited supervision, with considerable leeway for taking initiative and using independent judgments. This position will also assist the IT manager, as needed, with basic discovery and documentation of more complex long-term projects.

Required Qualifications

• Minimum of a High school Diploma (or equivalent) is required.
• Minimum of three (3) years of IT help desk environment with the ability to learn quickly
• An understanding of Microsoft operating systems, including common business applications such as Office, Adobe, and Google Workspace
• Experience with both wired and wireless networking such as ADDS, DHCP, and DNS
• Ability to assist in project work outside of normal 8-5 office hours as needed (rarely)

PREFERRED QUALIFICATIONS

• An Associate’s Degree in Computer Science or Information Technology, or other technical certifications (A+, Network+, Security+)
• Demonstrates excellent customer service and ability to balance routine tasks with complex problem solving in a work environment
• Excellent documentation skills, with the ability to outline technical procedures to non-technical users
• Experience with mobile device management through Intune and Autopilot.
• Basic knowledge of automation tools such as PowerShell, Group Policy, Google Apps Script, or N8N

What You’ll Do

• Provide first level onsite and remote support to end-users
• Prioritize helpdesk requests based on severity while working through a ticketing system
• Perform general troubleshooting of systems, network connectivity, printers, and cloud based services
• Record, track, and document the help desk problem-solving process, including all successful and unsuccessful actions taken, to the final resolution.
• Image and deploy new laptops and desktops and mobile devices
• Install, modify, and repair computer hardware, software, and user permissions
• Perform general proactive, preventative maintenance tasks on computers, laptops, and printers
• Assist with e-discovery projects, document production and maintenance, backups, etc.
• Assist the IT manager with projects, daily tasks and reporting as required
• Perform general administrative tasks related to the IT function. You may be required to lift up to 50 lbs and/or work from a scissor lift

What You’ll Do

• Provide first level onsite and remote support to end-users
• Prioritize helpdesk requests based on severity while working through a ticketing system
• Perform general troubleshooting of systems, network connectivity, printers, and cloud based services
• Record, track, and document the help desk problem-solving process, including all successful and unsuccessful actions taken, to the final resolution.
• Image and deploy new laptops and desktops and mobile devices
• Install, modify, and repair computer hardware, software, and user permissions
• Perform general proactive, preventative maintenance tasks on computers, laptops, and printers
• Assist with e-discovery projects, document production and maintenance, backups, etc.
• Assist the IT manager with projects, daily tasks and reporting as required
• Perform general administrative tasks related to the IT function. You may be required to lift up to 50 lbs and/or work from a scissor lif