General Summary:

The Help Desk Specialist position will work closely with our IT Director and provide technical support to all faculty and staff.

Essential Duties & Responsibilities:

The Helpdesk position is a key contributor to the success of our company operations. This is achieved by quickly resolving incidents that our teammates open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before business is impacted. This position requires hands-on interaction for trouble ticket resolution, as well as project implementations, upgrades, etc.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work on multiple priorities and/or projects simultaneously.
• Excellent listening and communications skills, both verbal and written.
• Strong customer relationship skills.
• Organized, detail oriented and self-motivated.
• Ability to provide and maintain detailed documentation on each job.
• Strong computer skills and the ability to effectively communicate through e-mail.
• Knowledge in basic networking configurations.
• Experience in Windows 7 & Windows 10 Operating Systems
• General knowledge in managing Microsoft Server Operating Systems & Networks is preferred
• General knowledge of the Google Suite is preferred.
• Experience/knowledge of IP-based phone systems is preferred.
• Ability to remain in contact with the teammates thru the completion of the incident.
• Problem-solving abilities and ability to meet reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision, self-starter.

Expected Outcomes:

Success in the help desk position will be based on your ability to meet or exceed our company expectations and by exceeding the SLA (Service Level Agreements) put in place for our technical operations.

You will be assessed by teammate satisfaction/feedback and by technical resolution efficiency.

Educational/Vocational/Previous Experience Recommendations:

• A+ Certification, Microsoft MCP, or Net+ (or equivalent) Certification not required, but preferred.
• 1+ years’ experience in computer support is preferred.
• 1+ years’ experience in managing phone systems is preferred.

Working Conditions:

• Normal professional, office environment.
• A mix of onsite hands-on (local travel required) and onsite remote support.
• M-F, 8 AM to 5 PM, 1-hour break.

Our company is proud to offer the following benefits:

• Fun and Collaborative Environment
• Community Driven Organization that Supports Local Causes
• Medical with HRA (Family coverage offered; single-only coverage paid 100% by the company)
• Dental (Family coverage offered; single-only coverage paid 100% by the company)
• Life Insurance (Paid 100% by the company)
• Colonial Life / UNUM Insurance
• Flexible Spending Account
• Paid Vacation
• Paid Sick Days
• Paid Holidays
• 401(k) Employer Contributions
• Paid Training
• Paid Volunteer Days
• Vehicle Purchase Program
• Special Employee Pricing on Vehicle Service and Parts
• Employee Outings and Activities