Help Desk Specialist

In this role, you will provide maintenance of the mostly virtualized computer desktop environment by resolving problems, installing hardware and software solutions, and supporting our end users and the internal IT team. You will be responsible for administration and internal support of the Company’s thin client endpoints, laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Essential Duties and Responsibilities:

• Provide primary helpdesk phone support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and determine & process based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation & peripherals
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Escalate issues to appropriate teams as needed
• Manage workstation setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Other duties as assigned