JOB SUMMARY

The IT Helpdesk Support Specialist responds to requests, runs diagnostic programs, isolates the problem, determines the cause, and implements a solution for all organizational technical issues. The IT Helpdesk Support Specialist will work under the direction of the Director of Information Technology.

COMPANY BENEFITS

• Full Health, Dental, Vision, Disability, Accidental, and 401(k) within 1 month of hire
• Paid Training and Coaching
• Non-Profit Organization Student Loan Forgiveness
• Wellness Events
• PTO accrual starts on day 1 of employment
• Company Discount Perks
  
  

ESSENTIAL RESPONSIBILITIES:

• The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.
• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware in a timely fashion.
• Maintains inventory of all IT hardware
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Properly escalate unresolved requests to the next level of support with documentation of steps already taken and outcome.
• Access software updates, drivers, knowledge bases, and FAQ's resources on the Intranet to assist with end users' issues.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity.
• Respond, log, and track support calls in Kaseya BMS. Prioritize and escalate jobs as required to ensure customer satisfaction. Ensure proper recording, documentation, and closure of help desk tickets
• Assist other teams to initiate, design, and manage effective support solutions as directed by our business operational needs.

QUALIFICATIONS

• Minimum of a High School Diploma or GED plus applicable vocational/technical education or trade in the related field of Information Technology.
• Ability to read, analyze, and interpret journals, reports, and documents. Ability to respond to inquiries or complaints for technical support.
• Possess proficient oral and written skills for internal organization communication and/or with community partners and vendors.
• Ability to collect data and establish facts, as well as interpret a wide variety of instructions and deal with several concrete variables.
• Knowledge of terminology, equipment, procedures, and workflow in data processing, hardware setup and maintenance, document writing, computer training, hardware and software communications, report writing, and/or SQL is needed.
• Intermediate word-processing, spreadsheet, data base skills required
• Must be at least 21 years of age, possess a valid Florida driver's license and insurance, and have reliable personal transportation