HDI IT Support Specialist

Job Description

Job Description

JOB SUMMARY:

This an entry level position in the Information Technology department. Under the supervision and direction of the Senior Director of Enterprise Systems and Technology, you will be assisting and supporting the I.T. department with back-end day-to-day operations and to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user Helpdesk support requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

KEY TRAITS AND CHARACTERISTICS: 

• Able to focus on the big picture while being passionate about every minute detail 
• An excellent communicator and motivator comfortable working with cross-functional teams 
• A true Problem Solver – can think holistically and present scenarios to solve the problem at hand
• Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary 
• Ability to meet multiple deadlines, prioritize work and keep projects moving forward.

KEY RESPONSIBILITIES:

• Provides front line support by fielding incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Provide email and telephone support to internal and external clients
• Utilize help desk software to keep an accurate account of tasks
• Document steps taken and resolution for assigned tickets
• Work with a variety of users to assist with issue identification, troubleshooting, and resolution.
• Build and develop working relationships with clients
• Communicate effectively with peers, management, and clients

• Build rapport and elicit problem details from help desk customers.
• Identifies, diagnoses, and resolves level one problems for users of the ERP, p.c. software and hardware, company LAN and WAN, VPN, the Internet, and new computer technology; communicates solutions to end-users.
• Prioritize and schedule problems resolutions. Escalate problems (when required) to the appropriate next level.
• Use internal ticketing software to document, record, track, and monitor Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target within the internal ticketing software.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Provide problem determination and support to specific systems using documented procedures and available tools.
• Perform hands-on fixes at the desktop level, including installing and upgrading software.
• Performing preventative maintenance, including checking and cleaning of workstations, pc’s, laptops, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-up to help requests.
• Provides one-on-one end-user problem resolution for company approved p.c. software
• Receives, delivers, tags, sets up, and assists in the configuration of end-user p.c. desktop hardware, software and peripherals.
• Creates and configures user ERP, e-mail, Active Directory etc. profiles and accounts
• Coordinates timely repair of p.c. computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Install, support and maintain software.
• Provide daily reporting of pending issues and high priority incidents.
• Create and update knowledge base articles.
• Assist in project implementations, testing and documentation.
• Monitor system notification alerts and take appropriate and timely action.
• Other tasks as assigned.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• High School diploma, AS or AA in computer field
• One 2 years of computer science coursework or equivalent work experience
• Ability to type 45-60 words per minute with 95% accuracy
• Excellent knowledge of MS Office, including Outlook, MS Word and MS Excel and general internet use.
• Ability to type (45-60 WPM)
• Knowledge of basic computer hardware, including laptop, pc, MAC, switches, hubs etc. 
• Knowledge of basic networking including understanding of OSI layer, TCP/IP, DHCP, DNS etc.
• Experience with desktop and server operating systems, including Windows and Windows Server OS’s 
• Support experience with Microsoft Windows, Microsoft Office. M365, O365, Active Directory, MAC.
• Working knowledge of a range of diagnostic utilities
• Strong written and oral communication skills
• Strong interpersonal skills, with a focus on listening, and questioning skills.
• Strong documentation skills.
• Ability to follow manuals and read complicated instructions
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Able to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties
• Displays strong initiative and drive to accomplish goals and meet company objectives
• Takes ownership and responsibility for current and past work products
• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company
• Ability to learn new technical applications quickly and in-depth
• Highly motivated and target-driven 
• Strong analytical, oral, and written communication skills with the ability to build quick rapport with all levels of staff, SMEs, and customers
• Ability to interact with team-members in a professional manner using tact, courtesy, and good judgment 
• Ability to collect, organize, analyze, distill, and document significant amounts of information and process steps
• Ability to lead without authority to ensure documents move through the required review and approval steps
• Willing and able to pick up a screwdriver or wrench and get a little dirty. (Hands on)
• Certifications a plus.  

WORK ENVIRONMENT and PHYSICAL DEMANDS:

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.
• The position is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, climb stairs, talk, and hear. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
• Able to sit at computer in cubicle workstation for extended periods of time, 5 days a week
• Must regularly be required to sit, talk, hear, and have regular use of hands and fingers to operate mouse, keyboard, telephone, and any other computer related equipment
• Employee must have ability to complete product training which can include but is not limited to meet independent lifting ability of 40-50 lbs. and physical demands including but not limited to: standing squatting, operate machinery, and perform repetitive motions 
• Walking between buildings in our 5-building campus
• Saturday or overtime work may be required