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IT Help Desk Specialist
IT Help Desk SpecialistThe Armstrong Company • Memphis, TN, US
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IT Help Desk Specialist

IT Help Desk Specialist

The Armstrong Company • Memphis, TN, US
2 days ago
Job type
  • Full-time
Job description

Join to apply for the IT Help Desk Specialist role at The Armstrong Company.

Job Summary

The IT Help Desk Specialist will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations.

Key Responsibilities

  • Provide first-level contact to employees for IT-related issues and convey timely resolutions.
  • Properly escalated unresolved queries to the next level of support.
  • Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Manage and respond to help desk tickets in a timely manner.
  • Respond to customer issues via phone, email, and computer chat.
  • Walk customers through problem-solving process.
  • Follow up with customers, provide feedback, and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers' expectations.
  • Ensure proper logging, tracking, and resolution of customer-reported problems in ticketing system.
  • Recommend IT-related procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
  • All other duties as assigned by Manager.

Minimum Qualifications & Skills

  • Associate's degree, technical degree, or equivalent experience. CompTIA A+ Certification a plus.
  • 2+ years of experience working in a help desk environment.
  • Demonstrated experience with Windows 10 operating system.
  • Knowledge of Microsoft Office Suite required (Outlook, Word, Excel, and PowerPoint).
  • Knowledge of Microsoft Active Directory and Microsoft Office 365.
  • Excellent understanding of networking technologies : TCP / IP, VPN, DNS, DHCP, and SMTP.
  • Familiarity with desktop / phone / tablet technologies.
  • Working knowledge of VoIP Telephony.
  • Experience with support of local and networked printers.
  • Experience with support of remote access / VPN technologies.
  • Ability to configure and deploy hardware and software.
  • Experience using helpdesk ticket tracking systems.
  • Excellent communication (written and verbal) and customer service skills.
  • Strong problem-solving and decision-making skills.

    • Physical Requirements

  • Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Regularly required to talk and hear.
  • Occasionally lift office products and supplies up to 10 pounds.
  • Ability to sit for long periods; stand and walk frequently; bend, stoop, and reach occasionally.

    • Seniority level : Entry level. Employment type : Full-time. Job function : Information Technology. Industry : Truck Transportation.

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