IT Specialist Helpdesk Support

Job Description

Job Description

Job Title : IT Helpdesk Support Specialist

Location : Onsite - Springboro, OH

Reports To : IT Manager

FLSA Status : Salary; Exempt

Classification : Full-time

Job Summary

Candidate will provide end user support for local and remote users. Install, support, and maintain local and remote computers.

Ability to work as part of a cross-functional team while handling multiple tasks concurrently. Support and maintain corporate application systems for email and intranet.

Willingness to take on new projects and responsibilities. Contributes to a positive team / work environment while continually seeking ways to enhance contributions to the team.

Essential Duties and Responsibilities :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Provide remote and in-person technical support, incident, and problem management to end users on technology issues regarding computer operations, software support, setups, and error messages
• Troubleshoot and support software applications and business processes
• Troubleshoot and repair new or existing hardware
• Analyzes and tests new hardware / software configurations
• Provide technical support for local and remote laptop users including rebuild, reimage, remote support, and VPN support
• Assist the technical lead with projects from implementation through testing and production
• Must be able to effectively communicate with users at all skill levels and document unique issues and solutions in a support knowledgebase or procedure / policy documents
• Accurately update applications, websites, and content management systems
• Accurately update and maintain electronic records with current data.
• On call, and evening or weekend hours will be required as needed for support and maintenance issues. Domestic travel could be required
• Some local travel will be required
• Perform other duties and special projects as assigned

Required Skills :

• Must be customer-service and results oriented, an experienced problem solver who seeks assistance, when necessary, a self-starter with excellent oral and effective written communication skills, able to handle multiple tasks simultaneously and an experienced decision maker
• Minimum 2-4 years of experience with computer systems support, helpdesk support, computer deployment and imaging.
• Working knowledge of Microsoft Office and Windows Operating Systems. Experience with Macintosh operating systems is a plus
• Experience with Office365 end user / client support
• Working knowledge of computer networks and Wi-Fi
• Ability to work as single resource at client locations
• Experience supporting multiple clients or tasks simultaneously
• Experience installing software, patches and updates on desktops and laptops
• Phone and people skills which promote end-user satisfaction

Experience With :

• Office365 administration and support
• Troubleshooting network and wireless issues
• Supporting Windows 7 and Windows 10
• Technical certificates are a PLUS

Benefits :

• Medical, Dental & Vision
• Life Insurance
• 401k
• Education Reimbursement

Minimum Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions;

works well in group problem solving situations; uses reason even when dealing with emotional topics.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs;

presents numerical data effectively; able to read and interpret written information.

Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment;

builds a diverse workforce.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically;

upholds organizational values.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses;

analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Planning / Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives;

organizes or schedules other people and their tasks; develops realistic action plans.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position;

accepts responsibility for own actions; follows through on commitments.

Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work;

develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk, type or hear.

The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms.

Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

Core Values :

• Own Your Stuff
• Willingness to accept responsibility for one's actions
• Owning the outcome of one's assigned tasks and projects, ensuring on time and satisfactory client delivery
• Ensuring deadlines are met
• Proactive communication
• Ability to adeptly adapt to changes (e.g., new regulations, new client requirements)
• Recognition that there are usually multiple ways to achieve a task
• Willingness to step outside your comfort zone
• Mutual accountability equates to achieving the balance you want in life
• Team First
• Working with the team to achieve common goals
• Willingness to pick up tasks that need to be completed even if not assigned to you
• Collaborating with internal (OPS) and external (clients and / or vendors) as needed to achieve goal(s)
• Proactively sharing information and lessons learned
• Providing support to your teammates
• Open to the ideas of others and the validity of those ideas
• Trusted Advisor
• Providing informed advice to clients on a regular basis
• Recommending (and implementing as appropriate) process improvements
• Recognizing opportunities to expand the scope of services provided
• Finding a way to say "yes" or finding a path to the desired outcome of the client
• Understanding client expectations; addressing with the client if expectations are unrealistic or meeting or exceeding (no cost impact) realistic client expectations
• Actively Seeks Knowledge
• Continually working to build a solid foundation of functional knowledge
• Commitment to a constant state of learning
• Sharing expertise with teammates
• Adaptable to constantly changing technology and client requirements
• Good Egg
• Integrity
• Trustworthiness
• Treats people with kindness
• Compassionate
• Client Excellence Mindset
• Rabid commitment to excellent customer delivery
• Delivering exceptional value while exceeding expectations
• Understanding our customers' needs
• Focusing on operational excellence
• Empowering employees to see, deliver, and improve the value of services provided
• Being courteous and respectful of our clients

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