Help Desk Support

Responsibilities

• Identify, diagnose, and resolve software and hardware issues for end users across desktops, laptops, tablets, and smartphones.
• Install, configure, tag, and assist with end-user devices and peripherals, including desktops, laptops, tablets, smartphones, and related software.
• Diagnose and resolve end-user network or local printer problems, PC hardware issues, email, Internet, and LAN access problems.
• Hardware provisioning, system imaging, troubleshooting, and software installation for laptops, desktops, and mobile devices (IOS/Android).
• Coordinate user problem resolution with outsourced IT consultants as necessary and track recurring problems.
• Support and assist employees in the installation, troubleshooting, and maintenance of computer software and hardware systems.
• Provide TCP/IP networking support and troubleshooting for end-user and remote-user environments with LAN and WAN.
• Troubleshoot a variety of client, mobile, and cloud applications including Microsoft Office 365, Microsoft D365, and SharePoint.
• May suggest modifications and corrections to existing software applications.
• May provide training in the use of new hardware or software.
• Develop and maintain a catalog of hardware and software equipment and licensing.
• Perform other tasks as assigned or requested.

Requirements

• Associates degree or equivalent in information technology.
• Minimum three years of proven experience as Help Desk Support or in a comparable role supporting multiple locations across multiple time zones, remotely or on site.
• Proficiency with Microsoft 365, Windows 10, Microsoft Office, printers, scanners, and mobile devices.
• Excellent interpersonal and project management skills.
• Ability to communicate technical information to both technical and non-technical personnel.
• Ability to create and write clear, complete documentation of systems and procedures.
• Excellent analytical and problem-solving skills with a high degree of attention to detail and accuracy.
• Self-motivated and able to work independently.

Technologies

• Microsoft 365
• Microsoft Windows 10
• Microsoft Office
• Office 365
• Microsoft D365
• SharePoint
• IOS/Android
• TCP/IP networking
• LAN
• WAN
• Teams
• Printers
• Scanners

Physical Requirements and Working Conditions

This remote-based position may involve work from a regional office as needed. Hours may vary across several time zones. The role primarily uses a computer, keyboard, and mouse, along with other hardware and software necessary to perform tasks. The position may involve long periods of sitting. Daily duties frequently involve using the internet, telephone, Teams, and email to communicate and collaborate with others or multiple projects concurrently.

Additional Requirements

• Must be able to work in a high functioning team environment.
• Display the highest levels of honesty, integrity, and professionalism.
• Take pride in your work and in the company.
• Communicate openly and strive for peak performance in daily tasks.
• Know and deliver the quality service MEI’s customers have come to expect.