Help Desk Specialist

Primary Duties

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.  Able to troubleshoot complex technical issues and develop easy to understand solutions
• Follow-up with end users to provide status updates
• Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical
• Works collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Supports end users in their use of applications such as Microsoft Office, Deltek, Ultipro, CAD Software (i.e., Autodesk Bentley, etc.) including installation, modification, and repair
• Troubleshoots networks, servers, hardware systems, operating systems, and application technical issues
• Creates and manages technical documentation
• Assists the engineering team with project implementation
• Ensures compliance with all Policies and Procedures

Education and Requirements

• Minimum of 3-5 years experience in MSP field or technical support level 2 or higher
• Minimum of 3-5 years experience in System Administration, Switching, Compliance, Microsoft Active Directory and MSP related service offerings
• Professional, teachable, willing to learn and open minded
• A team player, courteous, pleasant to work with
• Experience with installation and support of various CAD applications (i.e., Autodesk, Bentley, etc.)
• Demonstrated knowledge in Microsoft server configuration and administration including Active Directory
• One or more of the following certifications: A+, MS Desktop Administrator, Network +
• Excellent organizational, interpersonal and communication skills (both oral and written) and experience with direct client communication
• Experienced in performing needs-assessment and making solution recommendations
• Ability to work in a team environment and demonstrate strong problem-solving skills
• Ability to multi-task and work multiple projects/issues simultaneously
• Some physical work required such as installing and managing cables
• Able to lift up to 50 lbs. servers
• Availability to work weekends
• Must be able to work in the US
• Valid Driver’s License
• Ability to travel
• A team player, courteous, pleasant to work with

Preferred qualifications

• Professional, teachable, willing to learn and open minded
• Intermediate experience in System Administration, IT Security, VPN Configuration, Routing and Switching, Compliance, Virtualization, Microsoft Active Directory