Helpdesk - MSIT

Essential Functions/Job Duties: 

• Monitor and maintain company technology for maximum access, which includes connecting and setting up hardware, installing workstations, loading all necessary software, monitoring security, providing system administration assistance, and troubleshooting all issues in a timely manner. 

• Receive, prioritize, and respond to incoming work orders, calls, and/or emails to the Helpdesk; provide technical assistance and support for queries and issues related to computer systems, software and hardware; respond to queries either in person or over the phone; ask questions to determine nature of the problem; walk the user through problem-solving processes. 

• Accurately document instances of software and hardware failure, repair, installation, and removal of other Helpdesk requests; report to Management on status and recommendations for improvements. 

• Train users in learning new company-provided applications and assist in problem-solving for applications issues; coordinate activities in support of user training and assistance requests for all programs. 

• Confer with users and other IT personnel to develop new approaches or alternatives. 

• Follow all Helpdesk policies and procedures; complete tasks correctly and on time. 

• Acquire and maintain functional knowledge of all network operating systems, hardware and software. 

• Identify and prepare hardware for safe disposal; ensure hardware is secured and stripped before disposal. 

• Perform other duties and projects as assigned by Supervisor and/or Management. 

Competency Statements:  

• Excellent verbal and written communication skills, customer service skills and interpersonal skills. 

• Ability to accomplish all administrative tasks assigned. 

• Strong analytical and problem-solving skills. 

• Technical skills; a demonstrated aptitude for acquiring greater skills. 

• Ability to read and interpret work-related documents such as operating instructions and procedure manuals; ability to write routine reports and correspondence and fill out all paperwork associated with the job. 

• Highly organized and capable of effective, efficient multi-tasking and time management. 

• Ability to work independently and in a team environment. 

• Self-motivated to conduct research and problem-solve. 

Required Minimum Job Qualifications, Experience, Education and Training  

Education: High school diploma or GED required. 

Computer Skills: Experience with Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook. Experience with Windows Desktop Operating Systems. 

Preferred Education and Experience 

Education: Bachelor’s degree preferred. 

Experience: One to two (1-2) years of similar experience preferred. 

Bilingual a plus