IT Helpdesk

Primary Duties / Responsibilities

· Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees.

· Manage the resolution of all incidents /tickets, per respective SL’s processes and guidelines.

· Report escalations and potential issues to the IT Manager.

· Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed.

· Support and troubleshoot incidents of medium complexity to resolution for local and remote employees.

· Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF.

· Provide telephony support; Polycom, Cisco, and mobile phone devices (iOS and Android), including softphone.

· Provide internal support for PSL Client products such as PSL Client suite.

· Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.

· Provide wireless device support (WLAN) for laptops, mobile devices, and tablets.

· Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).

· Assist with employee moves, new hire desk setup in the office.

· Assist with receiving deliveries, unboxings, stock room management.

· Prepare returned equipment for re-use using high sanitization/ hygiene protocols.

· Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.

· Hands-on experience with Windows 11 / Mac OS environments, computer peripherals, printers, and scanners.

· Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.

· Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.

Qualifications (include knowledge, skills, abilities, and related work experience)

· Experience in writing and completing technical and end user documentation.

· Demonstrated organization, project planning, and time management skills.

· Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment.

· Advanced understanding and application of JIRA incident management tools.

· Ability to assist remote users.

· Able to communicate highly technical information as necessary to both technical and non-technical personnel.

· Must be reliable, dependable, flexible, and able to multi-task with priority.

· Able to manage incidents and tasks within SLs.

· A solid understanding of all major computer operating systems including MacOS and Windows 11.

· An up-to-date understanding of imaging technologies; MS Intune and JAMF.

· Advanced proficiency in hardware and software troubleshooting.

· Demonstrated understanding of Microsoft Office products, Office 365 for Windows and MacOS.

· Experience with cloud-based backup solutions such as OneDrive.

· Microsoft product certifications are a plus.

· Maintains excellent communication with users

Functional/Technical Requirements (include education, certifications, and training)

· BS in Computer Science, or relevant work experience.

· Minimum of 5 years of experience in a technical IT support environment.

Physical Demands / Work Environment

· Light to medium physical exertion, routine bending, and lifting may be required.

Pay: $18.00 - $21.00 per year

Application Question(s):

• Current Location ?

Work Location: In person