IT Help Desk

Job DescriptionJob Description

POSITION SUMMARY:

We are seeking a motivated and technically proficient IT Help Desk Associate to join our dynamic IT team. This role offers a unique opportunity to gain hands-on experience across various IT functions, including telecom, hardware, networking, and system administration. The ideal candidate will be a strong communicator with a passion for problem-solving and delivering exceptional customer service. Occasional travel to other office locations may be required.

KEY RESPONSIBILITIES:

• Respond to incoming help desk requests via phone, email, and ticketing system, ensuring timely and courteous resolution of end-user issues.
• Develop and enforce procedures for handling and escalating requests.
• Monitor and verify the effectiveness of issue resolutions.
• Analyze help desk trends and performance to identify recurring issues and recommend improvements.
• Recommend and implement system reconfigurations based on support trends.
• Develop and deliver end-user training programs to enhance computer literacy and self-sufficiency.
• Create and maintain user documentation, including help sheets, guides, and FAQs.
• Research emerging technologies and support procurement and implementation efforts.
• Coordinate with vendors for system installations and resolve adaptation issues.
• Perform hands-on technical support, including software/hardware installation, system configuration, and file backup.
• Other duties as assigned

SKILLS & QUALIFICATIONS:

• Must have exceptional communication, organization, and time management skills
• IT infrastructure technologies, including server, desktop, storage, data center, networking
• Strong technical proficiency with computer systems and IT support tools.
• Excellent interpersonal, written, and verbal communication skills.
• Proven ability to manage performance and build strong working relationships.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to prioritize and manage tasks in a fast-paced, high-pressure environment.
• Customer-focused mindset with a commitment to service excellence.
• Comfortable working both independently and collaboratively in a team setting.
• Ability to explain technical concepts in user-friendly .
• Must have reliable transportation

EDUCATION & EXPERIENCE:

• Bachelor's degree in a related field with at least 2 years of relevant experience,

OR

• 4 years of experience in a related IT support role.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to carry, lift, push, or pull at least 20lbs