Job description

HELP DESK SUPPORT

Department: Technology

Reporting Relationship: IT Manager, Director of Information Technology

General Description of Duties

· The Help Desk Support role is responsible for assisting our user community in understanding available technologies and their use to improve processes with technology automation.

Qualifications

· Ideally 2+ years’ successful network troubleshooting experience.

· Certification or degree in a computer-related field or equivalent experience in support, networking, systems administration, and service of enterprise and retail network environments.

· Strong project management skills. Ability to handle all aspects of planning for a project with minimal supervision.

· Must be able to complete complex projects with minimal to no supervision.

· Proven experience managing complex networks.

· Effective problem-solving skills.

· CompTIA A+ Certification or similar

Skills

• Possesses strong ability to diagnose and resolve technical issues across the network ecosystem.
• Must be able to translate business requirements to technical requirements and to write concise, high-quality technical documents and be able to communicate technical information clearly.
• Strong understanding of how the various technical pieces fit together: you can explain where in the operation process does a technology solution fit.
• Strong communication skills (verbal and written), the drive to succeed and work independently and in a team, with the ability to multitask, and deliver quality results.
• Experience with Microsoft Windows environments
• Experience with MacOS environments
• Experience with mobile operating systems (iOS, Android)
• Experience with Microsoft 365.

· Experience with security applications

· Conduct deep-dive analysis to identify patterns, root causes and trends.

· Develop ideas and propose solutions for problem issues.

Essential Duties & Responsibilities

• Diagnose software and hardware problems.

· Provide training.

· Be ready to assist corporate users with IT related problems when called upon.

· Track, prioritize and document support requests using an IT support ticketing system.

· Install and configure new computers and other IT equipment.

· Repair and upgrade different types of computers (software and hardware).

· Identify problems and repair printers, copiers, scanners, etc.

· Monitor IT inventory and document changes to ensure accuracy.

· Perform regular updates of network systems (conference rooms).

· Research and learn about new software in the market that relates to the organization’s functions.

· Document system processes in department knowledge base.

· Assisting personnel of other company departments as a computer resource.

· After-hours support as needed

· Perform other duties as needed.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Madison Heights, MI 48071: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Windows: 2 years (Required)
• Mac OS: 1 year (Required)
• Software troubleshooting: 1 year (Required)

License/Certification:

• CompTIA A+ (Required)

Work Location: One location

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