Job Description
The IT Helpdesk Support Specialist is responsible for managing the helpdesk ticketing system and providing user support. A large part of this role is navigating user issues and troubleshooting solutions to resolve tickets.
Roles and Responsibilities
- Being the first point of contact for all incoming IT Helpdesk tickets
- Being the first to answer the IT Helpdesk phone for incoming support calls
- Being personable, friendly, and approachable for all IT issues
- Working with other IT personnel to solve issues
- Troubleshooting PC, Printer, Scanner, and IT issues
- Helping to maintain a detailed and up-to-date hardware/software asset inventory
- Helping to maintain a clean server room and IT inventory room
- laptop/desktop deployment
- Printer / fax / scanner deployments
- Help with new hardware and software installs
- User support and training
- Helping to perform preventive maintenance on all desktops and PCs
- Minor Windows/Linux server tasks in line with abilities
- iPhone/ Android wireless devices support
- Windows 11 application support
- Office 365 support and training
- VPN account setup and support
- AntiVirus management and support
- Participate in IT department projects and initiatives
- Other duties as assigned
Minimum Qualifications
- Associate’s or Bachelor's degree in a related field or relevant certifications (CCNA, MCSA, etc.) a plus
- Previous experience working with computers and IT technologies a plus
- Previous IT internship experience a plus
Physical Requirements
- Work at a computer for extended periods of time
- Move about the office to access office machinery, cabinets, etc.
- Operate a computer and other office machinery
- Communicates frequently over the phone (headsets provided)
- Occasionally climb ladders to access computer machinery
- Kneel or crouch under desks to access computer machinery
- Regularly moves IT equipment weighing up to 50lbs