Help Desk Support Specialist - Hybrid - 2 days onsite
We are a long standing financial organization looking for a Help Desk Specialist to work with our Infrastructure lead supporting our company. Your role will be level 1, 2 and 3 Infrastructure support either fixing or involving the correct parties/vendors to ensure proper issue resolution.
We are looking for someone with excellent customer service skills and someone with a great attitude and aptitude for the role.
This position is Hybrid, 2 days onsite, additional hours outside of the regular day can occur due to infrastructure projects.
- Manage the processing of incoming requests via telephone, e-mail, instant message, and
face-to-face to ensure courteous, timely, and effective resolution of end-user issues with a 1 touch
goal.
- Coordinate and perform hands-on fixes at the endpoint level, request server-level changes, install
hardware, and configure systems and applications.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Record, track and document the help desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and
peripherals.
- Resolve problems with general office equipment either by repairing, replacing, or arranging for
service.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on
the Internet to aid in problem resolution.
- Assess the need for any system reconfigurations (minor or significant) based on request trends and
make recommendations.
- Identify, recommend, develop, and implement end-user training programs to increase computer
literacy and self-sufficiency.
- Develop and disseminate help sheets, usage guides, and other training materials for end users that
end users can access.
- Alert or notify users of IT issues or scheduled maintenance
- Enter all software and hardware serial numbers or identification tags into asset management
software to ensure up-to-date, accurate, and auditable information.
- Track software licenses, warranties, maintenance agreements, and vendor contracts.
- Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical
location, and incidences of support.
Requirements:
- 2+ Experience supporting Desktops/Laptops, any end-user device
- Knowledge of computer hardware and peripherals, including desktops, laptops, printers, and
servers.
- Experience with desktop operating systems and applications including Windows 10, 11, and
Microsoft Office.
- Working knowledge of a range of diagnostic utilities including ping, traceroute, and perfmon.
- Knowledge of of VPN technologies.
Pluses:
Certifications A+, Network+ or MCP
We offer a base salary of $55K to $65K depending on experience, benefits and a great environment!
Local Candidates ONLY please due to the hybrid workweek. Additional hours outside of the regular day can occur due to infrastructure projects.
Benefits
Medical/Dental, 401K, tuition reimbursement, PTO and more
For this position you must be currently authorized to work in the United States. We do not sponsor for this position.
Rhona Kannon is recruiting for this position and the positions below.
Email me to apply for this position
