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IT Helpdesk
The IT Helpdesk is responsible for providing technical support and assistance to employees regarding hardware, software, and network-related issues. This role involves troubleshooting problems, providing timely solutions, training end-user, and ensuring the smooth operation of IT systems.
ESSENTIAL JOB FUNCTIONS
- Respond to IT support requests via phone, email, or in-person.
- Diagnose and resolve hardware, software, and network issues.
- Install, configure, and maintain computer systems and applications.
- Assist with the setup and maintenance of user accounts and permissions.
- Provide training and support to end-users on various software applications and tools.
- Document and track all support requests and resolutions in the helpdesk system.
- Collaborate with other IT team members to address complex issues.
- Maintain an inventory of IT equipment and software licenses.
- Ensure compliance with company IT policies and procedures.
REQUIRED SKILLS AND ABILTIES
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Proficiency in Windows and Mac operating systems.
- Knowledge of network protocols and configurations.
- Familiarity with common office software and tools (e.g., Microsoft Office, email clients).
- Ability to prioritize tasks and manage time effectively.
CORE SKILLS
Accuracy –
Works with minimal/acceptable error rate; seeks help for problems; pays attention to detail; follows established work procedures; alerts others when preventable problems arise.
Reliability –
Consistently dependable in meeting work expectations; good work output; keeps commitments. Maintains an acceptable attendance level.
Judgment –
Makes reasonable and defensible decisions based on relevant information.
Loyalty –
Keeps confidential company information; follows company policies; seeks management approval when sharing such data; reports violations of company policies to proper management authority.
Communication –
Writes and speaks with accuracy and sensitivity; uses proper language, tone, location, medium (in person or via electronic form) and timing when conveying information; and respects different communication styles of individuals with different backgrounds or perspectives.
JOB-SPECIFIC SKILLS
- Experience with helpdesk software and ticketing systems.
- Basic understanding of cybersecurity principles.
- Ability to perform hardware repairs and upgrades.
- Knowledge of remote support tools and techniques.
JOB REQUIREMENTS
EDUCATIONAL REQUIREMENTS
- Associate's degree in Information Technology, Computer Science, or a related field. Bachelor's degree preferred.
EXPERIENCE AND WORK REQUIREMENTS
- Minimum of 2 years of experience in an IT support role is a plus.
- Experience in a corporate environment is a plus.
CERTIFICATIONS/LICENSING
- CompTIA A+, Network+, or similar certifications are desirable.
MENTAL, PHYSICAL, AND ENVIRONMENTAL REQUIREMENTS
WORK ENVIRONMENT
Office environment
WORKPLACE TEMPERATURE
Typical office temperature
WORK CONDITIONS
Office (sometimes in Warehouse)
NOISE LEVEL
Moderate
PHYSICAL SIGHT
Able to read both hardcopy and computer-based text.
LIFTING
May occasionally lift and/or move up to 25 pounds.
PHYSICAL REQUIREMENTS
This role requires frequent sitting and occasional standing, walking, and use of hands and fingers for handling or reaching tasks.
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