IT Helpdesk Specialist

Job SummaryThe IT Helpdesk Specialist will provide technical assistance to CDI users to maximize computer system capabilities, resolve network issues, and install and configure hardware and software. This role will handle all users' technical issues, provide timely customer feedback, and support the rollout of new applications, among other duties.

Essential Functions

Provide first and second-level IT technical support through phone, email, in-person, and chat support.Tracking and coordinating with the end user on all necessary steps.Act as liaison between end user and management support when needed.Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets, and group assessment and modifications).Communicate with customers at all levels of technical and non-technical skills sets.Updating the company website with tech tips and brief documents.Acquire, set-up and deploy computer systems to users.Work collaboratively with people across the organization.Provide IT technical support to PCs, workstations/laptops, servers, printers, mobile devices, routers, switches, scanners, etc.Support end-users in their use of applications such as Microsoft Office, document access, CRM, ERP, and other enterprise applications.Perform post-resolution follow-ups to help requests.Support technology and audio-visual services at management and executive events at off-site locations such as the Quarterly Management Meetings, Board Meetings, and Conference events.Identify and learn appropriate software and hardware used by the organization.Report any technical issues in a timely fashion.Participate in training on tools, processes, policies, and soft skills as required.Participate in improvement/enhancement projects related to support.Perform other duties as assigned.

Qualifications (Knowledge, Skills, and Abilities)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.

Experience and working knowledge with Microsoft Azure Infrastructure as a Service platform, including planning, configuration, optimization, deployment, and cost management.

Hands-on experience with support, installation, maintenance, and tools in multi-tier enterprise environments with a strong working knowledge of networking technologies, PC troubleshooting, and tools.

Experience using ITSM Ticketing tools to manage and track incidents preferredExcellent troubleshooting skills and hands-on experience with various operating systems.Ability to identify, analyze and troubleshoot a wide range of complex technical computer and network related problems effectivelyListen and communicate information to wide range of users and vendors at all levels of skillDeliver support both in person and over the phone in a professional manner.Follow all safety and working rules.Must have the ability to get along with co-workers, management personnel, customers, vendors, and employees in accordance with the company policies and working rules while ensuring a harmonious and conducive work environment.Good Customer support and incident management.

Understanding of ITIL is strongly recommended.

Experience with Windows Server 2016-2022 and Windows 10 / 11 features and services.Hardware deployment (Servers, PC's, printers, scanners, and other peripherals for business needs)Must demonstrate good judgement when carrying out duties as assigned.

Education and/or Experience

Associate Science Degree is required

Minimum of 3 years' experience working in an IT Service Desk or inbound IT Support Call Center environment.

Language SkillsEnglish is required as the written and spoken language.Certificates, Licenses, Registrations

Certification in relevant IT products/technologies like:

CompTIA A+Network +Security +

Driving Requirements: N/AEquipment; N/AWork EnvironmentThe work is performed in an office environment. The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job.ADA/FEHAThe Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California's Fair Employment and Housing Act.EEOThe Company is an equal employment opportunity employer.Physical DemandsThe physical requirements outlined here represent those necessary for successful performance of this position's core responsibilities. Upon request, the company will provide reasonable accommodations for qualified individuals with disabilities to perform these fundamental job duties, provided such accommodations do not create an undue burden on the organization.

Sitting/Standing/Walking: Each workday the office personnel spend about 75% of their time sitting at their desk while performing computer or manual accounting and other clerical duties. They walk short distances to retrieve and replace files, to photocopy or fax documents, and to interact with other office personnel.Lifting/Carrying: Each workday the office personnel rarely carry items weighing over 15 to 20 lbs. Most items would be files or documents weighing less than 10 lbs., and most would be carried short distances. They are directed to seed assistance for heavier items such as a full box of photocopy paper.Pushing/Pulling: Each workday the office personnel may occasionally push or pull files, stacks of documents, or boxes of documents, which may be in files or on shelves at any height. They are directed to seek assistance for anything heavy.Bending/Stooping: Each workday the office personnel frequently squat or kneel to retrieve and replace files and documents in file drawers or on lower shelves.Squatting/Kneeling/Crawling: May assume any combination of these positions during clean-up duties, including kneeling on the floor and crawling under equipment. He/she may squat to use legs for leverage when using a large wrench to open product presses.Twisting/Turning: Each workday the office personnel extensively twist, turn and move their head, neck, shoulders, arms and hands at various angles performing heavy computer input, and comparing information from their computer monitor with paper documents. While standing or sitting at their workstation, they occasionally twist or turn to retrieve or replace something form an area beside their workstation.Climbing/Balancing: Each workday the office personnel may need to walk up and down stairs several times throughout a day.Reaching: Each workday the office personnel may reach overhead to retrieve or replace files or documents on high shelves.Grasping/Manipulating: Each workday the office personnel need full range of motion in both hands for heavy computer input and for using other office equipment including calculators, typewriter, and fax machines as well as for sorting through and organizing large stacks of documents.