Helpdesk Specialist – IT & Network Support bei Empire Management Group Inc

Description

Role Overview

The Helpdesk Specialist provides day-to-day IT support across the company, ensuring reliable hardware, network performance, and efficient onboarding processes for new hires. This role supports the maintenance of the company’s IT inventory, assists with website updates as needed, and ensures optimal use of the company’s primary software platform, Vantaca.

Primary Responsibilities

Technical Support

- Provide first-level and second-level support for employees across multiple offices. - Troubleshoot and resolve issues with computers, software, mobile devices, and peripherals. - Document and track all support requests, solutions, and follow-ups.

Hardware & Inventory Management

- Maintain accurate records of IT hardware, including assignment and status. - Audit IT inventory on a regular schedule, ensuring accurate asset tracking. - Recommend and coordinate hardware repairs, replacements, or upgrades.

Network Support

- Assist with monitoring and maintaining network performance and uptime. - Support troubleshooting of connectivity issues in coordination with vendors and IT partners. - Document network changes and updates.

New Hire Onboarding

- Prepare, configure, and assign hardware and software for new employees. - Set up accounts, permissions, and security access in line with company policies. - Provide initial technical training and support for new team members.

Web & Software Assistance

- Support basic website maintenance and updates as assigned. - Assist users with Vantaca, including troubleshooting and basic training. - Coordinate with the technology and growth teams for software-related projects.

Key Tools & Systems Used

- Vantaca – Primary management software - Microsoft 365 Suite – Outlook, Teams, SharePoint, OneDrive - Network Management Tools – Meraki or equivalent platforms - Hardware/Inventory Tracking – Internal asset management syste

Requirements

Expectations & Standards

- Maintain professionalism and a customer-first mindset in all communications. - Keep accurate records of work performed, audits completed, and issues resolved. - Ensure compliance with all security, privacy, and company technology policies. - Support continuous improvement of IT processes and workflows.

Quarterly Projects & Goals

The Helpdesk Specialist is expected to assist the team with quarterly projects and will typically be assigned one specific goal or project each quarter. These assignments are designed to support both the IT department and the organization’s growth, encouraging professional development and cross-departmental collaboration