IT Helpdesk Specialist I

Job Description

Job Description

The Information Technology Help Desk Specialist I reports to the I.T. Manager of the IT Department in the MWG Corporate Division. The position a nonexempt, hourly role, located at within all offices of MWG. Based locally at headquarters in Ridgeland, Mississippi.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

The IT Help Desk Specialist I provides frontline technical support and customer service to MWG employees. This role focuses on consistent execution of core IT support tasks under established procedures, with appropriate use of escalation paths. To perform the job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to and resolve routine help desk tickets related to desktops, laptops, printers, and approved applications
• Install, configure, and troubleshoot workstation hardware, peripherals, and standard software
• Provide remote and onsite end-user support across MWG offices using approved tools
• Perform printer, copier, and scanner installations and basic troubleshooting
• Maintain accurate documentation and ticket updates in the IT ticketing system
• Follow established procedures, security standards, and escalation guidelines
• Assist with conference room setup and basic user training as assigned
• Travel to local offices as needed for installations, upgrades, or troubleshooting
• Comply with HIPAA, PCI, and MWG policies and confidentiality requirements
• Perform other related duties as assigned by IT leadership

 

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS:

• Sustained successful performance as a Help Desk Specialist I or equivalent experience
• Demonstrated reliability, accountability, and professional maturity
• Stronger working knowledge of systems, applications, and tools supported by IT
• Experience supporting Windows 10 and higher in a business environment
• Familiarity with one or more of the following enterprise systems or technologies:
  • Microsoft Exchange 2016 and higher
  • Windows Server 2016 and higher
  • VOIP phone systems (ShoreTel/Mitel or equivalent)
  • MAC and other Apple products
  • Barracuda or similar security devices
• Ability to present findings and recommended solutions to IT leadership and non-technical audiences
• Ability to work independently and manage workload effectively
• Experience identifying system or service issues and escalating with appropriate context
• Continued learning to remain effective as systems, tools, and technologies evolve
• Certifications encouraged but not required

 

WORKING ENVIRONMENT:

• Must be able to perform in a very high paced environment and be flexible to multi-task or handle
• Frequent standing, moving, and lifting of equipment.
• Strong computer and troubleshooting skills.
• Able to effectively communicate technical information.
• Strong ability to research and troubleshoot computer hardware and software issues.
• Excellent problem-solving skills along with keen attention to detail.
• Ability to handle stressful situations.
• Ability to maintain confidentiality and privacy in every aspect of the job.

 

JOB ESSENTIAL REQUIREMENTS:

The following are job functions that an employee must be capable of performing with or without reasonable accommodation.

• Must be able to read, write, and speak English.
• Must be able to work as scheduled.
• Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met.
• Must be able to bend, stretch, reach, and sit or stand at a desk during 85 % of the working day.
• Must be able to remain stationary at workstation for extended times and/or walk throughout the area the division encompasses.
• Will require a significant amount of computer usage, viewing computer screens, and using computer for reporting and all major job functions.
• Must be able to lift, stoop, and carry equipment items and supplies weighing up to 50 pounds.
• Must be able to operate a motor vehicle.