Helpdesk Support Representative 1

POSITION SUMMARY

Responsible for ensuring that the Help Desk operates with professional service that meets the needs of the company.  Provides technical assistance to internal and external employees while ensuring that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. 

ESSENTIAL FUNCTIONS

• Respond to requests for technical assistance from internal and external employees by phone, email and/or using a ticket management system
• Prepare tablets and cell phones for deployment to external staff
• Responsible for supporting users across multiple sites; ensuring pro-active 1^st line technical support of internal installed applications and systems
• Support Microsoft Office Suites 
• Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.    

SKILLS

• Must be computer savvy; must have knowledge of the Microsoft operating systems.
• Must be familiar with iPads and iPhones  
• Knowledge of MDM software a plus

• Basic knowledge of Active Directory
• Basic understanding of TCP/IP, DNS & DHCP.
• Must have excellent communication skills with a high sense of urgency.  
• Must be able to effectively adapt to a changing workload and fast-paced environment.  

ATTRIBUTES

• Ability to identify and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Ability to manage difficult or emotional customer situations; Responds promptly to customer needs.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Adheres to schedule

EDUCATION / EXPERIENCE

High school diploma or general education degree (GED); 1+ years of helpdesk support

PHYSICAL REQUIREMENTS

The employee must occasionally lift and/or move up to 50 pounds.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

NOTE:  This job description is not intended to be all-inclusive.