IT Help Desk Support Specialist

Netchex Covington, LA
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Position Summary:

Netchex is seeking a Full-time IT Help Desk Support Specialist to provide internal users with technical support related to the company’s desktops, laptops, printers, scanners, servers, and related equipment.  This position requires a technical background along with strong oral and written communication skills.  The specialist must be able to use this background to maintain daily performance of computer systems by resolving basic technical issues and researching solutions to more complex problems.

Supervisory/ Managerial Responsibilities:

None

Essential Functions:

  • Monitor IT Helpdesk for assigned tickets and process first-in first-out based on priority.
  • Respond quickly and effectively to requests received through the IT Helpdesk to the end user’s satisfaction.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Ensure proper recording, documentation, and closure of requests where resolution is attainable.
  • Properly escalate unresolved requests to appropriate personnel after researching resolution via available information resources.
  • Create knowledge base articles for potential user resolution to common requests.
  • Document internal procedures.
  • Recommend procedure modifications or improvements.
  • Assist with onboarding of new users by managing setup of each workstation and peripheral equipment and deploying appropriate software using standard images
  • Assist with vulnerability management program by troubleshooting issues associated with the scanning and patching of computer systems.
  • Assist with maintenance of content-management database by recording and tagging new hardware and software items and reviewing/updating existing items to ensure accuracy.

Job Specifications:

  • High school diploma or equivalent
  • Working towards a degree in Information Technology, Computer Science or equivalent

Success Factors/Job Competencies:

  • Excellent customer-service and interpersonal skills
  • Strong oral and written communication skills
  • Ability to analyze and solve technical problems
  • Ability to research solutions to complex issues
  • Team player
  • Detail-oriented
  • Ability to multi-task and manage time

Preferences

  • Related experience in troubleshooting and providing help desk support
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment

Special Position Requirements:  Optional

  • CompTIA A+, Network +, Security+
  • Any Microsoft certifications

Performance Standards:

  • Work well with team members
  • Respond quickly and effectively to requests
  • Documentation and communication
  • User satisfaction
  • Meet project deadlines
  • Continual improvement

 Why Join us?

  • Challenging, fun, and rewarding work environment
  • 100% Employer paid Health & Dental Insurance for employees
  • 100% Employer paid STD, LTD, and Life Insurance for employees
  • Vision Insurance, generous PTO and paid holidays
  • 401(k) Employer Match
  • Opportunity to grow your career - company culture that promotes from within
  • Philanthropic opportunities to give back to our community
  • Business casual dress attire

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

NETCHEX is an Equal Opportunity Employer

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