IT Help Desk Support I (Hybrid-Remote)

POSITION SUMMARY The Help Desk Support I role is to provide technical support to users on our LAN/WAN and Cloud environments. This person will also assist the IT Infrastructure Team with server and network support. Responsibilities include gathering and analyzing relevant issue data, resolving the issue reported and documenting the resolution in our incident reporting ticketing system. This person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate manner. Other duties will also include end user training and IT related (daily/monthly) operational tasks as assigned.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Receive and respond to all help desk tickets. Log the ticket into the management system and respond within SLA threshold, ensure every incident is entered and managed into ticketing system
• Maintain an inventory of IT equipment and software licenses
• Collaborate with other IT team members to resolve complex issues and escalate when needed
• Respond to user inquiries and provide technical support via phone, email, or in-person
• Diagnose and resolve hardware, software, and network issues remotely and on-site
• Install, configure, and maintain computer systems and applications
• Update and maintain issues knowledge base (Self Help) as appropriate
• General knowledge of service offerings, customer service principles and various computer software applications
• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations
• Identifies opportunities for use of solutions to improve efficiency and reduce waste
• Focuses on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas
• Works within guidelines of established procedures; obtains, clarifies and provides information within established procedures
• Prioritizes and plans work activities; sets goals and objectives; uses time efficiently; communicates activities and results as appropriate
• Regularly provided specific instructions to complete tasks; participates in regular reviews of assigned and completed tasks
• KNOWLEDGE & SKILLS REQUIREMENTS
• Associate’s degree in IT/ Computer Science and/or 2 years of experience
• 2 years hands-on hardware troubleshooting experience
• Working technical knowledge of Windows Server and Windows operating systems
• Microsoft Windows Active Directory and Office 365 apps
• Knowledge of configuring and managing Microsoft Intune and Autopilot - preferred
• Minimum 1 year application support experience with Microsoft 365 and CRM solutions
• MSP (Managed Service Provider) experience preferred
• Working technical knowledge of industry standards regarding network hardware and protocols
• CompTIA’s A+ certification (required)