Help Desk Support Specialist

POSITION OBJECTIVE:

The Help Desk Onboarding Coordinator will have entry-level experience with a broad array of technologies under his/her belt. The candidate should be interested in Microsoft Windows, Networking, Microsoft Azure Cloud, Information Security, and Microsoft Office 365.  The candidate should have a logical and inquisitive mindset, able to take information from users, identify needs, and translate those into solutions. The candidate will report to the Director of Information Technology while working closely with the Helpdesk team. The candidate will primarily be responsible for tracking and organizing new employee onboarding tickets, creating and maintaining user accounts, configuring and provisioning hardware, and assisting both new and existing employees with their technology needs.

DUTIES AND RESPONSIBILITIES:

• Tracking, handling, and reporting on Employee Onboarding ticket submitted by HR
• Create new employee accounts in various IT platforms
• Coordinate with other functional teams to ensure a smooth employee onboarding experience
• Configure and provision new employee IT equipment such as laptops or tablets
• Assist new employees with setting up accounts and using company systems
• General IT software troubleshooting, including Windows, the Microsoft Office Suite, and line of business apps 
• Hardware troubleshooting, including laptops, workstations, networks, and building automation hardware 
• Assist the organization with the deployment of new systems and technologies 

COMPETENCIES AND QUALIFICATIONS:

• 1-2 years of Help Desk experience 
• Entry-level Microsoft 365 
• Basic to Intermediate Windows 11 
• Strong attention to detail 
• Self-starter, ability to think critically and “figure things out”. 
• Ability to triage, escalate, and ask for help when needed 
• Reliable transportation 
• Comfortable with and passionate about technology

PERFORMANCE CRITERIA & STANDARDS:

• Organized – Can conduct multiple activities at once and stay on track while managing resources, maintaining files, and being able to speak to activities.
• Problem Solving – Able to use different analysis methods and brainstorming to determine logical solutions.
• Process Management – Understands the best applicable processes/practices to achieve timely and efficient results.
• Timely Decision Making – Able to decide under pressure or without all the information if needed.