Help Desk Specialist I

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues
• Research and resolve basic network (Internet Service Provider modems, Cisco routers) issues, hardware, and software application issues
• Document and track the details of the issue, status and resolution, using the help desk tracking application
• Communicate and follow-up with the user while working the issue and ensure successful and timely completion of the issue
• Perform end user computer refreshes
• Complete work orders, fully documenting each step of the troubleshooting process
• Aid with division office moves
• Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
• Ability to work on-call rotation
• Ability to work overtime
• Ability to travel overnight

Qualifications

Education and / or Experience

• High school diploma or general education degree (GED)
• Two to four years related experience and / or training in an IT support environment
• Must have basic knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version
• Experience replacing basic components of various makes and models of system and printer hardware
• Must be able to troubleshoot all aspects of computer components
• Ability to adapt to a constantly changing environment
• Possess strong interpersonal, written and verbal communication skills
• Ability to apply common sense understanding to carry out instructions furnished in written, oral form or via DRH applications
• Proficiency with MS Office and email
• Ability to sit for majority of 8-hour workday;use hands and fingers to handle or feel;reach with hands and arms;talk and hear.

The employee is frequently required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand and climb or balance.

The employee must frequently lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance, color vision and ability to adjust focus

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock

Preferred Qualifications

• Windows / Android / Apple phone support experience a plus
• Experience with VNC, Cisco AnyConnect, or other remote connectivity software a plus

CompTIA A+ or similar certification a plus