IT Help Desk Specialist presso EJCO

SUMMARY

Troubleshoots computer problems, determines their source, and advises on the appropriate action. This includes receiving, prioritizing, documenting and actively resolving customer Incidents and Service Requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Promotes safety awareness, accident prevention, and employee involvement regarding a safe work environment. Ensures employees understand the safety expectations of the organization.
• Promotes the company culture, the mission and vision, and the core values of the company.
• Initial point of contact for all IT Department technologies. Requires a good understanding of troubleshooting all appropriate technologies including:
• Extensive understanding of A/V including Airtame, Meeting Owl, Q-SYS, Control4, Elan, TVs, Projectors, Conferencing, Video Streaming, Teams Meetings, Teams Live Events, Video Switchers, Audio Mixers, Microphones, Microsoft PowerPoint, Baluns, Digital Signage, Cable Management
• Personal computer hardware/software
• Windows 10/11 operating systems
• Microsoft 365
• Ivanti Neurons for ITSM
• Ivanti Neurons for ITAM
• Ivanti Workspace w/Healing
• iOS
• Printers
• Keyence
• BeyondTrust
• Basic understanding of Intune
• Basic understanding of SCCM
• Basic understanding of networking
• Basic understanding of Windows Server operating systems including ADUC
• Daily operations responsibilities:
• A/V point person
• Service Desk Incidents and Service Requests
• Windows 10/11 PC imaging and setup
• New Hire/Termination setup/removal
• New equipment purchases
• Maintaining appropriate IT inventory
• Asset tracking
• Hardware/software configuration
• New hardware/application recommendations/research
• Miscellaneous continuous improvement projects
• Answers user questions via ticketing system, e-mail, chat, phone, and in person related to all IT Department responsibilities - documents all calls and solutions
• Provides a high level of customer service by being responsive and courteous to customers including following up to ensure problems are resolved
• Serves as a liaison between the user community and the IT Department to answer questions and resolve issues
• Communicates with users and other IT staff about status of issues - also shares solutions and best practices
• Tests implementation of a technology, which may require a test plan, test conditions and user participation for quality assurance
• Recommends solutions for repetitive problems and IT Service Desk processes and procedures
• Keeps current regarding relevant technology changes and makes self-development a priority
• Maintains professional and respectful relationships with users, other IT personnel, and vendors
• Excellent organizational and time management skills

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

A technical Associates degree; a one-year certificate from a technical school; and six months related experience and/or training; or equivalent combination of education and experience. The Areas of Responsibility above outline the desired technical skills.

• A/V experience required
• CompTIA A+ certification preferred
• Apple iOS experience preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EJ is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.