IT Help Desk

SUMMARY 
Supports the IT department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Serve as the first point of contact for employees experiencing technical issues via phone, email, or Teams chat
Diagnose and resolve basic hardware, software, and network connectivity issues
Set up, configure, and deploy desktops, laptops, printers, and peripherals
Reset passwords and manage user account access in Active Directory
Install, update, and troubleshoot software applications and Windows OS
Maintain accurate documentation of issues, resolutions, and standard procedures
Support basic network troubleshooting (Wi-Fi connectivity, VPN access, printer connectivity)
Assist with IT inventory tracking and equipment maintenance

SUPERVISORY RESPONSIBILITIES 
This job has no supervisory responsibilities.

QUALIFICATIONS  
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.

EDUCATION and/or EXPERIENCE 
Associate degree in a technical area from an accredited college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
High school diploma or equivalent
Strong customer service, communication, and troubleshooting skills
Reliable, punctual, and able to work independently or as part of a team
Familiarity in Active Directory, Microsoft Group Policy, MS Office 365 Suite
Experience with configuring and troubleshooting PC hardware, printers, scanners, and mobile devices
Experience with remote desktop support tools (AnyDesk)
A curious mindset and eagerness to learn

LANGUAGE SKILLS 
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS 
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

OTHER SKILLS 
Fluent in Microsoft Office Outlook, Word, and Excel. 

REASONING ABILITY 
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS 

PHYSICAL DEMANDS  
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT  
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.