Job Summary:
The Help Desk Specialist position provides help desk support to NBCC, Inc. and Affiliates by working with our IT team and our clients to achieve our organization’s goals. The position requires a hands-on professional with an ability to translate our organizational needs into client-friendly functions related to Help Desk/Network Support via phone, in person, email, and remote access.
Essential Duties and Responsibilities:
- Manages phone calls, emails, and service tickets for help desk organization’s needs. Responds to employee needs with technical solutions in an expedient manner.
- Manages and maintains a system of redundant backups to minimize the potential loss of data given any foreseeable disaster scenario, while minimizing the cost of the system.
- Responds to problems that prevents employees from doing their jobs. This involves diagnosing hardware and software problems.
- Deploys and maintains organization’s information technology systems, which include Microsoft Server, LAN with workstations, laptops, VOIP office phones, Spectrum telephony, Mobile iPhones, Wi-Fi networks, fax machines, web cams, digital copy machines, printers, and security systems.
- Handles advanced software troubleshooting and fixes as well as computer hardware diagnosis and repair.
- Assists with server maintenance and replacement.
- May assist with malware remediation.
- Responsible for the configuration and installation of workstations, laptops, printers, and other network devices.
- Creates and maintains detailed procedures for backup and restore, hardware and software installation, connection issues, and resolving other common problems.
- Maintains inventory of hardware and software, and licenses of copyrighted material up to date with actual deployment.
- Stays up to date with the industry standards to make recommendations for IT Department help desk needs.
- Engages in constant communication with colleagues.
- Demonstrates strong teamwork skills.
- Assists other IT team members with help desk ticket issues, acts as senior member of team.
- Other duties as assigned.
Required Skills/Abilities:
- Attention to Detail – Ability to pay close attention to detail for accuracy and thoroughness in completing work.
- Mathematical – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Problem Solving/Analysis – Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to see an issue and use objective analysis and evaluation in order to form a judgment.
- Technical Knowledge – Working knowledge of Microsoft 365 products. Working knowledge of desktop publishing software.
- Customer Focus – Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them.
Required Education/Experience:
- Associate degree in computer science or related field and a minimum of two years of help desk experience, or
- High school diploma and a minimum of four years of help desk experience.
- Expertise with managing Microsoft operating system environments
- Experience with remote user support.
- Expertise with hardware and operating systems troubleshooting and repair.
- Experience installing and configuring networks and network devices.
- Experience with VPN.
Preferred Education/Experience:
- MCP/MCSE/MCSA or currently working toward certification.
- Experience in a small team environment and/or the sole IT desktop support provider.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Work Location:
Essential Physical Demands:
- Repeating motions that may include the wrists, hands, and/or fingers such as simple grasping, keyboarding, or fine manipulation.
- Ability to use hands, including hand–eye coordination.
- Sedentary work that primarily involves sitting.
- Light work that includes moving objects up to 20 pounds.
Disclaimer: The scope of the job may change based on business demands. The duties and responsibilities described are not a comprehensive list, and additional tasks may be assigned to the employee at any time.
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| NBCC and Affiliates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. |
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