The Helpdesk is responsible for providing technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines solutions.
Responsibilities
- Provide first point of contact for internal customers who need assistance with their computers, building IT infrastructure or other relevant devices and/or software
- Provide technical solutions and advice to texts, emails, calls and desk-side/in-person inquiries
- Manage requests for onsite and remote users including the use and access through VPN
- Troubleshoot, diagnose and resolve issues and escalate to other IT staff, when necessary
- Manage, update and maintain comprehensive documentation with standard operating procedures (SOP’s) relating to problems that have occurred
- Follow run book procedures when responding to inquiries
- Track and document all questions/issues/inquiries in HelpDesk ticketing system
- Support technical inventory and asset management program
- Participate in the management of services used throughout the business such as physical security, cameras, mobile devices, etc.
- Manage access to various software systems used throughout the business as well as basic support
- Microsoft Windows 10/11
- Some networking skills/knowledge
- Office 365
- Some MacOS is a plus
- Mobile phone (Android/iOS)
- Knowledge of ticketing systems/ticket triage
- VPN (client-side)
- Ability to diagnose and resolve technical issues
- Customer-oriented and service-minded
- Install, configure, and maintain various software applications
- Use scripts for automation tasks
- Excellent verbal and written communication skills
