GENERAL SUMMARY:

The Service Desk Technical Support person is the initial point-of-contact for troubleshooting laptop and desktop PC hardware, desktop software, office suite, desk and cell phone, and printer problems for our internal and external customers. In addition, this role will be responsible for building, deploying and maintaining standard Windows desktop images; supporting connectivity and light networking issues, including moves/add/changes for cabling and computers.

KNOWLEDGE, SKILLS AND EXPERIENCE:

• 2+ years of Helpdesk Desktop support experience.
• Four-year degree in Computer Science or a MCSE is preferred.
• Preferred Industry Certifications - CompTIA; Microsoft, Cisco, DELL, Etc
• Strong understanding of Microsoft Windows 7/10/11, the entire Microsoft Office 2016 suite
• Functional knowledge of LAN/WAN and tiered application architecture
• General understanding of Incident Management and IT ticket systems, such as Zendesk
• Experience providing customer support for client/server application in a multi-site enterprise
• Excellent customer service skills, including verbal and written communication skills
• Excellent organizational and troubleshooting skills
• Able to handle multiple tasks in a fast-paced environment
• Ability to create and maintain positive and professional business relationships with both internal associates and external customers.
• Up to 10% travel

OTHER RELEVANT INFORMATION:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Respond and diagnose problems through discussion with users and supervisor
• Review, test, and coordinate software updates and changes to verify correct operation and instruct users in ways to maximize the benefits of software updates and changes
• Build, deploy and maintain standard Windows desktop images and application installation packages
• Support user groups in planning for equipment locations and reallocations, which improve system productivity, and recommend reallocations to users when inefficiencies are identified
• Support users in setting up new hardware systems including workstations, printers, microcomputers, and other input or output devices
• Provide onsite assistance for migration of data and orientation to the operation of Microsoft operating systems and office suites
• Manage corporate IT infrastructure including wireless backbone, physical security, and telephony.
• Be aware of latest security threats and be able to quickly respond or recommend course of action to IT management as threats arise.
• On a scheduled rotation, provide off-hours emergency coverage for evenings, weekends and holidays.
• Follow maintenance plan as directed by IT department and record results in SharePoint portal or Kayako system
• Other duties and responsibilities as assigned by IT Services Manager