Help Desk Associate

This role supports and maintains a reliable information systems infrastructure with an emphasis on security and recoverability, while guiding the deployment and ongoing maintenance of IT infrastructure and applications across the Gumenick extended footprint.

Overview

The position serves as the primary tier 1 contact for end-user hardware and software issues, working to resolve a range of problems including hardware, software, VoIP equipment, and low voltage systems such as cameras and door access. It includes handling service desk tickets and end-user problem reports.

Responsibilities

• Provide tier 1 support for end-user hardware and software issues and resolve problems across hardware, software, VoIP equipment, and low voltage systems (cameras/door access), including ticket and phone inquiries.
• Set up, configure, and verify new computer hardware to meet user requirements.
• Assist users in transferring and installing required software and data onto new equipment.
• Implement security, confidentiality, and compliance programs in alignment with IT and company policy.
• Execute special projects and related duties to ensure functionality and reliability upon completion.
• Oversee deployment and maintenance of IT infrastructure and applications, including tier 1 support for Windows patching and antivirus definitions updates.
• Monitor and maintain company hardware and software with a focus on accuracy, best practices, security, and recoverability.
• Troubleshoot and resolve hardware, software, and network system issues.
• Develop and maintain technical documentation and procedures for all systems.
• Develop, participate in, and educate Associates on new IT tools and related initiatives as needed.
• Perform routine maintenance tasks such as backups, updates, and patches.
• Monitor help-desk activity and proactively address requests, serving as tier 1 support for laptops/desktops, AV, low voltage, access control, and security camera systems.
• Participate in disaster recovery and business continuity planning to safeguard network, hardware, and systems per IT policy.
• Stay current with new technologies and industry trends.

Requirements

• High school diploma or GED is required.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 to 5 years of experience as an IT Systems Administrator or Network Administrator.
• Strong knowledge of network security, firewalls, Active Directory, Azure Active Directory, GPO management, Windows 10/11, and Windows Server.
• Familiarity with or knowledge of Linux operating systems.
• Experience with Apple OS (iOS/macOS) is a plus.
• Experience with Mobile Device Management platforms/tools is a plus.
• Knowledge of cloud technologies such as AWS or Azure is a plus.
• Some knowledge of scripting languages such as Bash, Batch, PowerShell, AutoIT, AutoHotKey, etc.
• Strong troubleshooting and problem-solving abilities.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.

Technologies

• Windows 10/11
• Windows Server
• Active Directory
• Azure Active Directory
• Group Policy Object (GPO) Management
• Linux OS
• iOS
• Mac OS
• Mobile Device Management platforms/tools
• AWS
• Azure
• Scripting: Bash, PowerShell, Batch, AutoIT, AutoHotKey

Location

Richmond, VA (onsite)