Information Technology Help Desk Specialist

Job Summary

The Information Technology Help Desk Specialist provides technical support to end users in an efficient and accurate manner. Additionally, this position acts as the primary point of contact for resolving basic technical issues whenever they arise. This position travels with the team several times a year to physically onboard new locations (computer and network equipment). Lastly, the Information Technology Help Desk Specialist honors service level agreements set forth by the company.

Essential Job Functions

• Model company mission and values
• Provide first level IT support by evaluating, prioritizing, and managing help desk inquiries
• Identify, research, diagnose and troubleshoot issues and provide solutions
• Respond in a timely manner to address system or other equipment or service issues
• Ensure proper recording, documentation, follow-up, and closure of all help desk inquiries
• Track, route, and properly escalate unresolved inquiries to the next level of support
• Continuously monitor systems and software to proactively identify issues, resolve issues when they occur, and prevent issues from reoccurring
• Identify and recommend process and procedure modifications and improvements internally for the department as well as for the organization as it relates to software, hardware, or other technical enhancements
• Update and maintain databases for users, customers, vendors, and other various parties, ensuring data integrity and accuracy
• Assist in training current users and new team members on software and other various IT processes
• Assist with maintaining an accurate account of all hardware inventory including but not limited to stocking, organizing, documenting, and obtaining user agreements for all hardware and various assets
• Complete equipment set-up for new team members in accordance with position requirements
• Assist the IT team with the set-up and installation of new computers, software, and other equipment for new sites as necessary
• Intake and deploy hardware; stocking, imaging, configuring, and delivering desktops, laptops, and other peripherals
• Continue to enhance knowledge and skills as it relates to market trends and internal processes and procedures
• Works directly with the IT team for continued skill development and learning opportunities
• Build professional relationships with team members and vendors by providing excellent customer service thorough various methods of communication
• Other duties as assigned