EMPLOYEE JOB DESCRIPTION

Job Title: Helpdesk Engineer – Level 1
Date: July 3, 2025
Compensation: Hourly with competitive benefit package

JOB SUMMARY:

The Help Desk Engineer offers technical support to internal users, resolving software, hardware,
and network issues across different communication channels. Responsibilities include record
keeping, aiding in user training, and contributing to system maintenance for excellent customer
service and issue resolution. Additionally, they provide business-process solutions using IT
tools, offering client support via phone and on-site assistance.

SKILL REQUIREMENTS:

· Communicate professionally with our clients and staff (both verbally and in writing) using appropriate language for the audience.
· Possess a strong understanding of our client’s business issues and a willingness to help solve them.
· Demonstrate excellent organizational and presentation skills.
· Possess the ability to manage multiple priorities simultaneously to meet deadlines.
· Highly organized, results oriented, self-starter and a team player.
· Be creative and flexible to effectively support both internal and external customers.
· Proven customer support experience with demonstrated ability to build and maintain strong customer relationships and solve client problems.
· Existing Microsoft certifications or a willingness to become Microsoft certified is required.

· Provide general implementation, support, administration, and management of Windows 7/8/10 workstations, Windows 2008/2012/2016 servers, and related services such as Exchange, Active Directory, etc.
· Provide daily ongoing support for multiple client networks both onsite and remotely by managing computers, printers, users, and domains, providing hardware and software installation, maintaining onsite and offsite backups, maintaining antivirus & spam solutions, and troubleshooting problems.
· Provide general implementation, support, administration and management of backup and security software, including ShadowProtect, Backup Exec, as well as other server-based network administration tools.
· Experience troubleshooting MAC devices helpful.
· Support LAN connectivity in both simple and complex environments.
· Provide one-on-one and small group user training on operating system and software usage.
· Provide and maintain client documentation, diagrams, drawings, etc.
· Build and maintain an excellent rapport and strong business relationship with all clients.
· Maintain cleanliness and orderliness of assigned work area.
· Devote adequate time to maintaining professional, human relations, and technical skills.
· Support other duties and responsibilities on an ‘as needed’ basis or as assigned