Help Desk Support Technician

DAYS/HOURS:

Monday: 8:00 am – 4:30 pm
Tuesday: 8:00 am – 4:30 pm
Wednesday: 8:00 am – 4:30 pm
Thursday: 8:00 am – 4:30 pm
Friday: 8:00 am – 4:30 pm
**Hours may be adjusted based on IT Team needs

RESPONSIBILITIES:

HELP DESK SUPPORT

• Provide first line support and interaction with end users by answering Help Desk calls and emails.
• Successfully resolve basic level phone, email, and in person technical support inquires in accordance with IT policies and procedures.
• Escalate technical support inquiries to Supervisor when appropriate.
• Maintain current working knowledge pertaining to relevant aspects of information technology through materials, events, and specialized training.
• Perform all other necessary duties related to the position as requested by the Supervisor.

PROJECT SUPPORT

• Participate, assist or coordinate special projects, including organizing activities, communicating with end-users, documenting and reporting on project progress and task completion.
• Assist end-users with technical questions regarding the technology involved.
• Identify and report any technical or operational issues representing risk to project completion.
• Act as a Project Coordinator for other IT projects as directed.

ADMINISTRATIVE SUPPORT

• Assume responsibility and provide general administrative support to the IT Department as directed.
• Obtain quotes for IT equipment from vendors when required.
• Process IT equipment purchase orders according to process.
• Maintain status of requests and purchases until complete.
• Assist with receiving IT equipment when delivered, including updating IT asset inventory systems.
• Review various IT vendor service invoices for completeness, accuracy and identifying unexpected price or cost changes in preparation for approval.
• Organize, track, and manage contract renewals for IT products and services to ensure timely review, assessment and negotiations.
• Manage requests from IT vendors regarding invoice or PO processing, coordinating information with internal accounting department.
• Perform other administrative duties as requested.

QUALIFICATIONS:

• One to five years of user technical support in a corporate environment.
• Advanced knowledge of configuration and support of Windows endpoint devices such as PC’s and laptops.
• Knowledge and experience with PC’s and laptops used in a secure, corporate environment.
• Knowledge of Active Directory user authentication.
• Knowledge of user interactions with Multi-factor Authentication (MFA) and Single Sign-On (SSO) technologies.
• Knowledge of endpoint disk encryption technologies.
• Knowledge of corporate networked end-user devices such as printers, scanners and other resources.
• Knowledge and experience with Microsoft Office applications, including Outlook, Teams and OneDrive and Office 365.
• Formal education in Information Technology or Associate degree in Information Technology a plus.
• Basic technology certifications a plus, including A+ and Security+.
• Experience with Help Desk ticketing systems a plus.
• Must have excellent Technical Support and Customer Service communication skills.
• Ability to work independently while supporting team processes and goals.
• Ability to adapt to various tasks as needs arise.