Position Summary:
The IT Help Desk & Desktop Support Specialist provides technical support for end-users across multiple locations, ensuring timely resolution of service requests, and managing hardware setups. This hands-on role involves troubleshooting software and hardware issues, maintaining IT documentation, and contributing to IT policies. The role requires strong problem-solving skills, exceptional customer service, and technical expertise in enterprise support environments.
Primary Responsibilities:
- User Support: Offer remote and in-person technical assistance for desktops, laptops, printers, and handheld devices.
- Help Desk Management: Utilize IT service desk systems (e.g., ServiceNow, ZenDesk, ManageEngine) to document and resolve user requests effectively.
- Hardware & Inventory Management: Oversee spare parts inventory, handle hardware setups, and maintain disposal logs.
- Software & Systems Support: Troubleshoot and assist with Active Directory, Windows Networking, SCCM, and other enterprise applications.
- Training & Documentation: Provide end-user training on applications, security protocols, and IT policies, while ensuring accurate documentation of systems and procedures.
- Collaboration & Escalation: Collaborate with IT teams and third-party vendors to resolve complex technical issues.
- Onsite Support: Travel to various company locations for onsite support, as required.
Qualifications & Experience:
- Required:
- 3+ years of experience in IT support, help desk, or enterprise systems.
- Associate degree in Computer Science, Information Technology, or equivalent experience.
- Strong knowledge of Windows OS, Active Directory, and networking fundamentals.
- Experience with system imaging and software deployment, including SCCM.
- Preferred:
- Experience in plant-site environments.
- Microsoft Certified Professional (MCITP) or A+ Certification.
Technical Skills:
- Networking: TCP/IP, DNS, VPN, Citrix, Exchange, RSA Secure ID.
- Systems & Security: Windows OS, BitLocker, CommVault, SCCM, AirWatch, Lansweeper.
- Enterprise Applications: OpenText Content Server, Microsoft Office, GoToAssist.
Work Environment & Physical Requirements:
- A mix of office and industrial plant settings with potential exposure to varying weather conditions.
- Ability to lift up to 50 lbs, move throughout facilities, and wear necessary personal protective equipment (PPE).
- Potential exposure to loud noise, mechanical parts, and electrical circuits.
HSE Responsibilities:
- Support Health, Safety, and Environmental (HSE) policies, ensuring safe operations across work environments.
- Conduct routine inspections and report any safety concerns.
External Vendor Relationships:
- Manage and interact with vendors like Dell, Lenovo, Honeywell, Cisco, OpenText, AT&T, Microsoft, CDW, Verizon.
Job Requirements:
- Availability for 5x onsite support per week.
Additional Information:
- The role involves a combination of technical troubleshooting, user support, and the management of IT infrastructure and enterprise applications.
- Candidates should be comfortable with onsite and remote support, possess a proactive approach to problem-solving, and be willing to adapt to a dynamic work environment.
- Familiarity with ticketing systems such as ServiceNow, ManageEngine, or ZenDesk is required.