IT Help Desk Assistant

OVERVIEW

Reporting to the IT Director, The IT Help Desk Assistant's role is to support the IT Director in providing

maintenance and support of the company computer infrastructure by analyzing requirements, resolving

problems, installing hardware and software solutions, and generally supporting end users with regards

to information technology. Must be able to work in a fast-paced, high work volume, Microsoft

technology-based environment. Be self-sufficient in prioritizing their own work and have the ability to

multitask daily. Will support connectivity, printing, approved HIPAA applications, and hardware, etc. via

phone, email, in person (walk ups), and using remote tools (remote desktop, etc ). Will work on Tier 1

tickets and support the IT Director on Tier 2 and Tier 3 tickets when appropriate. This person will also

be a resource on entry level projects when necessary, and as support to the IT Director on other, more

advanced projects.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• The IT Help Desk Assistant will be supporting the IT Director in the below listed tasks:

• Provide daily help desk support for IT issues and functions.

• Run, maintain, and monitor daily system activities.

• Develop and maintain internal documentation.

• Serve as the first point of contact for employees seeking technical assistance over the phone, in-person, or email.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by employees.

• Walk the employees through the problem-solving process.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Follow-up and update employee's status and information.

• Pass on any feedback or suggestions from employees to the appropriate internal team.

• Identify and suggest possible improvements to procedures.

• Ensure stringent HIPAA compliance requirements are met on software used in organization.

• The role supports all the organization's locations, and traveling between them is needed. This

includes transporting equipment.

• The list may not include all the duties assigned, and other duties may be required, as needed.

QUALIFICATIONS:

• Excellent customer service skills
• An understanding of hardware / software systems
• Strong communication and people skills
• Quick and willing learner
• 2+ Years in a Help Desk and/or Desktop Support position within a Corporate and/or Enterprise environment or relevant school experience (preferred).
• Technological troubleshooting, assessment, and analyzation of presented issues/technology complications
• Ticketing Application (Zendesk)
• Windows Operating Systems (Windows 10 & 11, Windows Server )
• Windows Applications (Office Suite, O365, Outlook, OWA, Exchange, etc.)
• MacOS hardware & software
• Mobile device setup & deployment (iOS & Android)
• In school for bachelor's degree in information science or equivalent years of experience.
• Due to the travel requirements needed, and the need to transport equipment at times, a valid driver's license is needed, and a reliable personal vehicle is needed.