IT Support and Help Desk Associate
|Title:||IT Support and Help Desk Associate|
We currently seek an individual to join our Information Technology (IT) department. This position will support our existing IT team with serving the desktop, software and connectivity needs of our local office and mobile users. Our role as a team is to be the internal resource for creating and maintaining excellent computer and network connectivity at all times. This position will require occasional evening hours and weekends, on an as-needed basis.
Responsibilities and Duties:
- Expand the help desk function between our three independent offices and assist the IT team with all desktop and server support;
- Log and track all help desk requests, administer help desk software and route requests to appropriate IT team members;
- Respond to internal user requests for technical assistance in person, via phone and electronically;
- Diagnose and resolve technical hardware and software issues using available information resources and advise user on corrective actions, as appropriate;
- Identify and escalate situations requiring urgent attention;
- Coordinate deployment of new hardware and products (i.e., monitors, memory), desktop and office needs (i.e., phones and power cords at each desk);
- Rack and cable servers, install operating systems and manage updates on servers; and
- Track and manage IT equipment (ie laptops, memory, monitors, Cisco phones, etc);
Qualifications and Requirements:
- The candidate must possess excellent communication and interpersonal skills and should be able to work as a team player. This position will require working with many types of end users, from staff members to partners.
- Working knowledge of fundamental operations of Microsoft products, hardware and other equipment;
- High understanding and experience with customer service principles and practices;
- 2-3 years of previous experience serving in an IT support role
- Familiarity with HTML and Photoshop;
- Exposure to Microsoft Sharepoint is helpful;
- Ability to multi-task and serve multiple users at one time;
- Reliable and thorough work ethic.