Support Specialist III, IT Help Desk

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Job description

THE COMPANY
Our client, located near Chalfont, PA is a family owned, globally leading developer and manufacturer of the most diverse product line in their niche industry. They have a team of awesome people who leave their egos at home and work well together as a team. In this business casual environment, you will receive a competitive salary, 401k with a strong match, choice of benefits packages to suit your needs and several other perks. You will also enjoy unmatched company stability, a true open door, friendly environment, the ability to "own" your role and fun company events that bring everyone together.

THE ROLE
The IT Helpdesk Support Specialist III will work with other IT team members to provide software problem analysis and resolution as well as document procedures and best practices. They will take ownership and manage all helpdesk tickets and calls and route to senior engineers as necessary. Be the first point of contact for all helpdesk support staff.

WHAT YOU WILL DO
• Act as team lead to other helpdesk staff and provide leadership, coaching and mentoring on hardware and software problem analysis and resolution as well as department procedures and best practices
• Take ownership and manage all helpdesk tickets and calls and route to senior engineers as necessary, follow-up on aging ticket and provide statistics and reports on open tickets periodically
• Conduct research to understand, explain and resolve technology issues. Communicates updates to users that have been or may be affected by a problem. Follows up with users after problem have been resolved.
• Support Windows 10 operating systems; proficient in installing and support Office 2/M365; install all desktop/laptop software and hardware.
• Work with users to migrate data to new/rebuilt computers
• Recommend upgrades to laptops and desktops based on warranty and support expiration.
• Analyze and make recommendations for hardware and software standardization. Present recommendations and improvements for user systems.
• Initiates onboarding procedures for new users into the system. Ensures response times are quick and effective to appropriately resolve requests. Create AD user accounts, mailboxes, phone extensions and manage access control based on company policies
• Create and manage base OS images for desktops and laptops and keep them up-to-date using Imaging software
• Manage deployment of MS security patches to all endpoints using Patch software as necessary
• Coordinates referrals to technical, professional or service personnel depending on the repair, training, service or software issue for all IT equipment/software. (e.g., laptop/printer/scanner repairs/etc.)
• Infrastructure administration to include performing backups and restores, enterprise antivirus support, wiring and terminations and phone support
• Maintain an inventory of installed software, manage software licensing, and create policies and procedures for upgrades and day-to-day operational support
• Maintain an inventory of hardware peripherals, laptops and desktops
• Create, maintain and review end-user documentation and user guides.
• Research and resolve complex issues with PCs, printers, network connectivity, application support, barcode scanners, smartphones and new user setups
• Embrace a Continuous Improvement approach with regards to all aspects of client support
• Coordinates investigations to resolve information system issues. Conducts research to understand, explain and resolve technology issues.
• Communicates updates to users that have been or may be affected by a problem. Follows up with users after problems have been resolved.
• Support, maintain and provide end-user training to users on A/V equipment as well as collaboration tools as needed. (e.g. Zoom, Avaya IX Workplace)

WHAT YOU BRING
• A Bachelor's degree in Information Systems or Information Technology
• Extensive experience with desktop hardware, software applications, operating systems and network connectivity.
• Professional certifications desired (from entities such as Microsoft, CompTIA, HDI, ITIL etc.); certifications such as Desktop Support Technician, Support Center Analyst, MS Certified IT Professional, MS Certified Systems Administrator, etc.
• You are customer service oriented and proactive in anticipating and resolving problems while applying technical knowledge to assist internal users with computer problems.
• 4-6 years of related experience required, including installing and supporting PC and laptop hardware and software.
• Experience with inventory and client management software (Lansweeper, Dameware) preferred.
• Experience with VOIP and windows server technologies desired.
• Demonstrated ability to multitask and work in a high-paced team environment. Ability to foster teamwork.
• Ability to re-prioritize tasks based on directives.
• Must be punctual, detail oriented and professional always.
• Handles complex issues and problems and refers only the most complex issues to higher-level staff.
• Provides leadership, coaching, and/or mentoring to a Desktop Support Technicians.
• Excellent oral and written communication skills.
• Within commutable distance to Chalfont, PA
• US Citizen or GC holder

WHAT YOU RECIEVE
• Competitive compensation
• A choice between 3 outstanding medical plans
• 401K with a strong company match
• PTO to balance your life
• Additional company perks
• Unmatched company stability
• Long-term career opportunity
• True open door, friendly environment
• Ability to "own" your role
• Company events that bring everyone together