IT Helpdesk Representative

Job Overview:

This position will collaborate with the Information Systems (IS) staff to provide technical assistance to clients who require support using customer hardware and software in accordance with the formal sociotechnical and organizational process components of information systems. This position will treat and respond to end-users as with a customer service orientation and will report activity to IS Manager Engineering Manager and CFO.

Key Responsibilities:

• Diagnose and resolve system incidents problems and events reported by customers.
• Troubleshoot system hardware and software and generate reports as required Perform account reconciliations to resolve discrepancies.
• Install and configure hardware software and peripheral equipment in accordance with business requirements for new and current system operators.
• Contribute to new employee onboarding or employee transfers and initiate orders for new equipment.
• In conjunction with HR Assist in the preparation of financial reports related to accounts receivable.
• Administer accounts network access and rights to approved equipment and systems.
• Diligently monitor and report client-level computer system performance and user trends.
• Log coordinate prioritize and schedule support requests alongside department resources and regular activities.
• Demonstrate access to network and other technological peripherals (i.e. shared scanners and printers) for new and current system operators.
• Collaborate internally with HR and Network Operations departments as well as externally with vendors (i.e. internet service providers telephone service providers etc.).
• Keep logs of user issues and track completion.
• Escalate incidents problems and events IS Manager for prioritization directives

Qualifications:

Customer Service Experience

Excellent Communication Skills

Incident and Information Management

Information Assurance

Infrastructure Design

Policy and Procedure Administration

Information System Administration Testing and Evaluation

Problem Resolution

Core cybersecurity principles and operation of computers and Microsoft Office.

IT system operation maintenance and security needed to keep equipment functioning

properly.

Organizational security policies and industry best practices for service desk.

Network security and computer networking methods concepts and protocols.

Expertise in successfully identifying the solutions to less frequent and more complex system problems.

Proficiency in conducting research for troubleshooting novel client-level problems.

Proficiency in identifying degradation of system performance causes and initiating appropriate mitigation measures.

Proficiency in configuring and validating network workstations and peripheral devices in accordance with business constraints and needs.

Cyber threats vulnerabilities and specific operational impacts of cybersecurity lapses.

Expertise in physical computer elements and operational design including the functions of various components and peripheral devices.

Proficiency in using the proper tools for repairing software hardware and peripheral system equipment.

Ability to accurately depict incidents problems and events in the trouble ticketing system.

Knowledge of best practices used for recording and querying and incidents problems and events that are reported.

Remote access processes tools and proficiency related to customer assistance.

Electronic devices.

Knowledge of systems administration core concepts.

Requirements:

AA degree or Vocational certificate in computer-related field with two years proven experience in computer network administration and maintenance. OR High school diploma with three years proven relevant experience.

Physical Requirements:

• Capable of striking keys on a computer keyboard and using a computer mouse. Lifting up to 25 lbs.
• Viewing computer monitor displays.
• Answering phones.
• Seated for long periods of time.

Equipment to be Used:

Computer peripherals printers office equipment.

Note

Duties and skills required for this position are general and describe the principal functions level of knowledge and skills required of this job. You should not consider it an all-inclusive listing of work requirements. You may be asked to perform other duties as assigned including work in other functional areas. Willingness to contribute in such a manner is taken into consideration in job candidacy transfer and performance appraisal.

U.S. Persons Only: A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (ITAR). Accordingly the company will consider only U.S. Persons for this position. A U.S. Person includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e. green card holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process.