IT Help Desk

Job Overview Acts as primary interface to company employees supported by the IT (Information Technology) Department to effect real-time problem analysis and resolution.

Reports to the IT Manager.

Responsibilities and Duties Provides hands-on implementation and support as well as remote diagnostics and support.

Provides accurate technical solutions for hardware and software related issues, ensuring the highest level of satisfaction, including troubleshooting third-party application issues.

Installs desktop systems and peripherals including printers and network cabling.

Provides TCP / IP networking, cabling, as well as LAN and WAN support to end users and IT staff.

Protects all systems associated with Primary Arms networks and supports accountability of hardware and software inventories.

Maintains standards of client computers by troubleshooting and resolving problems, then documenting and resolving problems in a timely manner.

Receives requests for support via the Helpdesk system and employee communications and responds promptly.

Analyzes and resolves problems using documented procedures, available tools, and acquired knowledge and skills.

Provides support for Office 2016 / 365, 3CX, network technologies, and Active Directory.

Provides input to IT team on methods for increasing the delivery of solutions and workplace tools provided to business partners.

Works closely with other members of the IT team for escalation or knowledge transfer as required to provide transparency of work being performed, trending of issues, etc.

Assists the IT Systems Engineer and / or IT Manager with departmental goals.

Supports warehouse operations by maintaining and supporting the operations systems and software and Zebra printers used to support the Operations team.

Other tasks and duties as assigned.

Skills and Qualifications 1-3 years’ experience in a Helpdesk support role. 1-2 years’ experience supporting users on a Windows Server 2012 or 2016 and Windows 7 or 10 environment running Active Directory. 1 years’ experience using and supporting customers on a Helpdesk system. 0-1 years’ experience troubleshooting network and TCP / IP configurations in a Windows environment.

Some experience supporting and administering users in Office 365. 1-2 years’ experience supporting users in a software or hardware-based PBX system, 3CX support a plus.

Experience with wireless connectivity configuration and support for mobile devices and portable computers.

Integrity in dealing with customers and supporting corporate policies and procedures.

Organizational skills and detail oriented to maintain clear and concise communications and documentation.

Maintains confidentiality of employees’ personal data as well as corporate data and communications.

Maintains hardware and software inventories ensuring client requests are completed in a timely manner and unused peripherals and computers and returned to inventory and updated.

Effective communication skills, both written and verbal, and ability to fully document solutions to problems and provide clear communications to clients.

Ability to function in a fast-paced environment with the ability to prioritize issues to ensure problem resolution or escalation for business-critical systems in a timely manner.

Punctual and on-time, managing time wisely and ensuring proper time and attendance tracking processes and tools are utilized properly.

Opportunities for Growth The natural trajectory for someone in the IT Help Desk position is the Sr.

IT Help Desk and IT Systems Engineer positions.

As such positions become available, the ideal candidate will have mastered all :

• (1) job responsibilities and duties and (2) skills and qualifications and (3) relationships of the IT Technical Support position.
• The ideal candidate will have clearly demonstrated the ability to manage his / her own time, as well as manage the processes and the work of other employees.
• Other Duties Please note that 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.   Powered by JazzHR