Helpdesk Services Specialist

*Applicants MUST submit a cover letter with resume to be considered.

*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.

*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

BASIC FUNCTION:

Provide end-user support services to staff members and assist in maintaining the day-to-day technology operations at ESD. This role requires a team player who can identify, troubleshoot and resolve computer and software related issues in a timely and courteous manner. Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels of the organization.

WORK PERFORMED:

• Assist all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner. 
• Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
• Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Knowledgeable in VDI (Virtual Desktop Infrastructure) 
• Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).
• Assist end-users in developing working knowledge of systems running on LAN.
• Prepare SOPs and user instructions as needed.
• Ability to train and conduct new-user orientations on both hardware and software as requested.
• Point person for all mobile and wireless devices including set-up, deployment, and user support.
• User support and setup of Click Share/laptops for Zoom/Webex webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.
• Perform tasks and functions as required by supervisor. 
• Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
• Occasional travel to the various ESD offices may be required.
• Assist with IT Disaster Recovery efforts, testing and documentation as needed.
• Perform other IT related duties as directed by IT Management.

MINIMUM REQUIREMENTS:

• Proven experience in an IT user support role, with a demonstrated record of effectively troubleshooting and resolving user-facing hardware and software related issues in a dynamic business environment.
• Knowledge of IT support systems, network infrastructure, computing peripherals, and basic security principles, with hands-on experience in deploying end-user computer related equipment.
• Outstanding communication, and interpersonal skills, with the capacity to engage with diverse stakeholders at various organizational levels.
• Analytical mindset with problem-solving capabilities and attention to detail.
• Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.

Education Level required: Associate degree in an IT related discipline with minimum of 2 years’ experience in related field; Or a HS Diploma with a minimum of 3 years’ experience; Or, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. MCSE Desktop Infrastructure & Windows 11 Certification; and CompTIA A+ & Network Certifications are helpful.

Knowledge required: Knowledgeable in Active Directory and O365; MS Windows 11; Mac OS; iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications and firmware; Web-based video conferencing tools; VDI support; Familiarity with all ESD supported applications. Strong interpersonal and organizational skills.

Employee Relations: Role requires analytical and active listening skills; as well as the ability to multi-task and manage daily workload. Must work with end users at all levels of the organization.