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IT HELP DESK SUPPORT

Company Name

IMS Expert Services

Overview

The Help Desk Support will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and maintaining the internal IT Help Desk.  You will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment.  Tasks include end user support, performing PC maintenance, upgrades and configurations.

ESSENTIAL DUTIES:
- Manage Help Desk support and resolve problems, with minimal disruption, to the end user’s satisfaction
- Coordinate database system implementations and act as liaison to report issues
- Monitor and respond quickly and effectively to requests received through the IT Help Desk
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Assist with onboarding of new users
- Develop and provide database system training materials and videos
- Ensure each workstation has appropriate equipment, including additional specialized equipment
- Install, test, and configure new workstations, peripheral equipment and software
- Report issues to the IT Manager for escalation
- Manage PC setup and deployment for new employees using standard hardware, images, and software
- Assign users and computers to proper groups in Active Directory
- Perform timely workstation hardware and software upgrades as required
- Manage backups and disaster recovery efforts
- Maintain inventory of all equipment, software and software licenses

Skills

SKILLS AND EXPERIENCE REQUIRED:
 
- Must have three to five years of IT Support experience
- Display exceptional communication via all correspondence, oral, verbal and electronic exchange
- Displays high level of positive energy and drive
- Broad knowledge of multiple facets of IT support and systems
- Exceptional procedural troubleshooting skills
- Practices excellent time management, coordination, communication skills (verbal and written) as well as competency in grammar, spelling and proofreading
- Demonstrates confidence and communicates effectively both internally and externally
- Handles multiple projects simultaneously and with little direction
 
EDUCATION REQUIREMENTS:
 
- Associates Degree in Information Systems, Information Technology preferred

Opportunity Details