Helpdesk support specialist

The Helpdesk Support Specialist is responsible for managing the company’s help desk.  This includes the assigning of support tickets as well as ensuring tickets are completed in a timely fashion. The desktop support position will work closely with the other members of the IT team to provide first-class customer service to employees.  

• Responds to requests for technical assistance in person, via phone and email providing first level support for users in the local office as well as remotely located
• Logs help desk tickets, identifies and escalates situations requiring urgent attention
• Fields and resolves many of the open tickets including but not limited to, PC hardware support, application installation and configuration, telephone support, software troubleshooting, new equipment configuration, and supporting remote user issues
• Installs computer peripherals for users
• Installs and sets up desk phone and cell phone services
• Trains both new and existing users on accessing systems, using provided equipment, and review basic business software tools
• Installs, modifies and troubleshoots windows based computer hardware and software
• Assists with conference room AV configuration and use
• Other duties as assigned

• Bachelor's degree in Computer Science or related field and 1 year relevant experience; or equivalent combination of education, training and experience
• Minimum 1 year IT Support and troubleshooting experience 
• Basic Windows Server, Windows 7, Windows 10 experience
• Familiarity with MS Office Suite, Office 365, anti-virus and anti-spyware software.
• Apple Mac and iPhone/iPad/iTunes/Droid device experience a plus along with experience providing support for remote users working with VPNs
• Ability to establish and maintain effective working relationships with coworkers, managers, and customers
• Strong client-facing and communication skills
• Approximately 5% travel requirement to assist tradeshows & industry events