IT Help Desk UT
IT Help Desk UT
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Job Description
Job Details
Description
ROLE AND ESSENTIAL FUNCTIONS
The Help Desk Tier 1 is responsible for end user support for hardware software and network to achieve 24/7 secure reliable and efficient operations. This includes computer and telecommunications services and all ancillary support services and equipment.
- Keep tickets up to date and clearly documented in ticket management system
- Basic troubleshooting and analysis
- Maintain hardware including workstations (including PC and Chrome devices) and phone for all entities supported
- Maintain line of business applications for all entities supported
- Processes employee change event requests including new hires terminations and transfers
- Processes requests for hardware and software purchases including workstations phones and peripheral devices (e.g. small printers docking stations etc.)
- Email account management
- Phone account management
- Maintain IT asset and contract tracking system
- Basic network (wired and WIFI) maintenance including hardware
- Demonstrates knowledge of and supports each entitys mission and vision policies and procedures operation instructions confidentiality guidelines and code of ethical behavior
- Performs other job-related duties as requested
- ALL RISE employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies procedures standards and guidelines and act accordingly. In addition to the cybersecurity requirements of all positions at RISE IT Help Desk will support the secure installation / configuration and remediation of computer hardware software systems networks printers scanners and cloud properties.
Qualifications
REQUIRED SKILLS AND QUALIFICATIONS
- Microsoft 365 (Office 365 Entra ID Intune)
- Microsoft Active Directory
- Microsoft Windows 10 and 11
- Google Workspace
- VoIP Phone Systems
MINIMUM QUALIFICATIONS
- 1-3 years of desktop support experience
- Microsoft 365 (Office 365 Entra ID Intune)
- Proven experience in maintaining workstations managing cloud-based solutions configuring and supporting VoIP systems administering mobile device management (MDM) platforms troubleshooting complex application issues and performing hardware diagnostics and repair.
- Experience working with users defining problems and solutions
PREFERRED QUALIFICATIONS
- CompTIA A
- CompTIA Security
COMMUNICATION SKILLS
- Excellent communication and relationship skills with all stakeholders including clients state entities and colleagues
- Ability to effectively and respectfully interact with client base that has varying levels of ability educational backgrounds authority and ethnicities
- Ability to maintain confidentiality
- Ability to speak in public including trainings
- Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully
RESPONSIBILITIES AS A TEAM MEMBER
- Takes personal responsibility for actions. This is demonstrated through owning problems problem solving and not projecting problems or failures to others or the system if not warranted
- Demonstrates excellence in work standards is tenacious in completing tasks
- Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
- Works well with other team members and departments
- Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
- Requests support from team with ample time to accommodate the support request in order to meet deadlines
- Ensures effectiveness in processes to achieve/seek best practice
RESPONSIBILITIES AS A TEAM MEMBER
- Takes personal responsibility for actions. This is demonstrated through owning problems problem solving and not projecting problems or failures to others or the system if not warranted
- Demonstrates excellence in work standards is tenacious in completing tasks
- Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
- Works well with other team members and departments
- Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
- Requests support from team with ample time to accommodate the support request in order to meet deadlines
- Ensures effectiveness in processes to achieve/seek best practice
EQUIPMENT NORMALLY USED
- Telephone and headset computer multiple screens copier scanning system printer postage machine calculator and fax machines
- May use other office equipment as needed
PHYSICAL AND MENTAL DEMANDS
The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without accommodation.
- The employee must be able to sit for extended periods of time entering data into multiple systems
- The employee is regularly required to use their fingers hands arms and eyes to input data and fold and/or cut paper
- The employee is required to answer the phone as well as respond to team members and internal customers
- The employee is required to operate and maintain a variety of office equipment including a computer copy machines scanning and reading equipment and a calculator requiring repetitive motion of the fingers hands arms and eyes
- The employee is frequently required to stand walk and talk for an hour or more
- Vision ability is required to do the job including close vision color vision and the ability to adjust focus
- Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
- Ground and or Air travel upon demand
RISE IS AN EQUAL OPPORTUNITY EMPLOYER
RISE is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information.
Note: This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as requested by their supervisor.
Employment Type
Full-Time
