Information Technology Help Desk Specialist

Description

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

Requirements

Knowledge, Skills, and Abilities

• Bachelor’s degree in computer science, information technology or equivalent experience
• Proven working experience in providing help desk support to non-technical users
• Professional IT Certification credentials are encouraged 
• Intermediate working knowledge of MS Server 2019/2022/2025
• Advanced working knowledge of Windows 11 Operating System
• Intermediate working knowledge of Office Applications for O365, and Active Directory services 
• Intermediate knowledge of TCP/IP, DHCP, DNS
• Proficiency in iOS and Android mobile operating systems
• Proficiency in English
• Excellent written and verbal communication skills
• Working knowledge of help desk management software and remote access applications
• Advanced troubleshooting, analytical thinking and multi-tasking skills
• Experience provisioning and configuring Windows computers for a domain environment
• Experience with setting up IT infrastructure in a physical location – cable management, setting up workstations, ensuring network connectivity etc.
• Intermediate knowledge of configuring managed switches
• Strong organizational skills for maintaining computer inventory and stocking supplies
• Ability to work in a fast-paced, action-oriented environment 
• Ability to travel up to 10% of the time 

Our Values

• Embrace New Ways: obstacles are opportunities, and challenges are catalysts for change
• Serve the Community: give back and pay it forward
• Drive to Achieve: ambition and determination – we can achieve anything we can imagine
• Purpose Over Pride: Collaboration, thoughtful listening, and respect guide how we work with each other

WE’VE GOT YOU COVERED

We take pride in supporting the health and well-being of our teammates and their families:

• Full medical, prescription, dental and vision benefits
• Company-paid life and AD&D insurance
• Company-paid short-term and long-term disability
• A 401(k) retirement plan with company match
• Paid time off, accrued based on years of service
• Supplemental insurance for employees and families
• Employee Assistance Program for confidential counseling
• Additional paid day off to provide community or charitable services
• Paid holidays; approximately fourteen (14) per year
• Peace of mind and a great working environment

MRK provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability,  genetics, veteran status, sexual orientation, and gender identity.

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