IT HELPDESK SPECIALIST 1 at East Coast… · Newport…

JOB SUMMARY:

The Helpdesk Specialist I’s primary role is to be the first responder to incoming IT tickets. This position will be reviewing, categorizing, resolving, and escalating all tickets as necessary. A Tier I Specialist must have solid technical background and be able to communicate effectively with the end user to understand the problem, research a solution, or provide proper feedback to the escalation point.

Essential Functions:

• Serve as the first point of contact for users seeking technical assistance.
• Review incoming tickets and categorize them.
• Receive incoming phone calls and create tickets as necessary.
• Communicate with the end user to document a clear and concise problem description.
• Research, diagnose, and resolve Tier I technical hardware and software issues.
• Escalate unresolved issues to the next level of support personnel.
• Maintain professionalism and the highest possible level of user service.
• Provide technical support both remotely and on-site to all levels of company staff.
• Install computer peripherals for users.
• Maintain database to track and assign inventory to users.

QUALIFICATIONS:

1. Associate degree or equivalent coursework / experience in computer science preferred.
2. Strong oral and written communication skills including an ability to interpret the needs of a user and translate that into a technological response.
3. Ability to setup, configure, maintain, and troubleshoot Windows environment computers as well as Android and iOS mobile devices.
4. Ability to instruct technical and non-technical users on how to use the software installed on those devices.
5. Proficiency with Office 365, Microsoft Office products, Internet Browsers, and Outlook / E-Mail.
6. Highly oriented for attention to detail for ticket management and escalation/alerting requirements.
7. Reliable transportation for site visits when required.

Physical Requirements:

1. Ability to lift 20 pounds regularly and up to 50 pounds occasionally.
2. Ability to sit and/or stand for long periods of time.

This is NOT a physically demanding position and may accommodate most physical disabilities. There may be occasional lifting of office materials or files weighing not more than 20 pounds. Physical dexterity may be required when operating calculators, copiers, computers and/or other typical office equipment.

While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Known Hazards: Carpal Tunnel Syndrome

Environmental Conditions:

This position works remotely, on the jobsite, and in the office. There is exposure to hostile environments, loud noises, hazardous chemicals/fumes and airborne particles, smoke, extreme temperatures, moving mechanical parts, and high, precarious places.

During work-site visits to applicable areas, required to wear appropriate PPE including, but not limited to:

Hard hat

Ear plugs or attenuator

Safety shoes

Dust mask or respirator

Gloves