Help Desk Specialist I

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Job description

Overview:
Education: High School Diploma or equivalent is required. Advanced Technical coursework or College degree is preferred.

Certification: A+ Certification is preferred.

Experience: This position requires 1 to 3 years of relevant information technology support experience.

Generally responsible for the IT help desk and resolving end user support issues. This position will provide hardware and software support for a wide variety of software programs. Hardware will include desktops, printers, telephones and any other electronic equipment supported by the IT department. Work will be performed under close supervision.

Responsibilities:
Primary responsibilities will include but are not limited to:

Serving as primary point of contact for end users companywide including resolving end user support issues through the help desk ticket system and phone calls.

Providing hardware and software support for a wide variety of software programs. Hardware will include desktops, printers, telephones and any other electronic equipment supported by the IT department.

Working closely with the PC/Network Support Analyst in resolving helpdesk issues.

Coordinating efforts to resolve end user requests using remote technology.

Qualifications:
Knowledge and application of information technology standards and procedures.

Knowledge of computer hardware, upgrading and replacing computer components.

Knowledge of Windows operating systems and installation procedures of computer software.

Knowledge of Ethernet cabling standards.

Knowledge of switching technology.

Knowledge of Voice Over IP Telephone technology.

Proficient in the use of Microsoft Word, Excel, Powerpoint, Outlook and other software as needed.

Proficient in the use of Windows desktop software including XP and Windows 7.

Ability to learn new programs to provide technical support.

Ability to make and test CAT5/6 cables.

Ability to troubleshoot printers and other electronic equipment.

Ability to complete projects and resolve user issues in a timely manner.

Ability to communicate effectively, both verbal and written.

Ability to work in a fast paced environment, and extreme multi-tasking required.

Ability to analyze data, make judgments and develop reports.

Ability to maintain effective working relationships with teammates, clients, and vendors.

Ability to listen and ascertain the needs of teammates; ability to find and communicate accurate information concerning information technology; ability to respond to teammates tactfully and courteously.

Extreme attention to detail.

Excellent organizational skills.

Travel may be required to remote offices or onsite locations to install new equipment or setup new technology.