Help Desk Specialist 1

ADDMAN Engineering•Wright City, MO

4d•Onsite

About The Position

The Help Desk Specialist Level 1 role provides multi-faceted support to all ADDMAN internal clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for the intake of customer issues/problems through various channels, including phone, e-mail, Microsoft Teams, and the IT ticketing system. These issues include a variety of desktop technologies, including hardware, operating systems, printing, applications, and VPN technologies. This role is focused on first-call resolution, thereby delivering the best customer experience for our team. This position is subject to the International Traffic in Arms Regulations (ITAR), which requires U.S. citizen status.

Requirements

2 years of work experience or a recent graduate from an IT Technical School.
Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
Able to work independently and successfully in a team environment.
Strong oral, written, and interpersonal communication skills.
Basic understanding of computer hardware, operating systems, and software applications.
Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
Ability and desire to learn new technologies and concepts quickly.
Effective at building trust in relationships with peers, clients, and management.
Ability to work a flexible schedule, including occasional nights and weekend shifts.

Responsibilities

Provides case creation and triage for all incoming events utilizing our IT Ticketing system.
Adheres to and updates documented operating processes, procedures, and knowledge base articles.
Provides technical support & resolution for desktop services according to established Service Level Agreements (SLAs).
Must be able to manage multiple concurrent tasks with minimal supervision.
Provide feedback to IT leadership regarding opportunities to improve the quality and value for our internal clients to foster relationships and trust with our internal customers.
Ability to work in a high-energy environment with constantly shifting priorities.
Works independently and escalates as appropriate on the customers’ behalf.
Provide password resets, distribution group updates, and hardware or software installation/configurations/upgrades.
Occasional travel may be required.
Perform other duties as directed.
Provide hands-on and remote technical support to end users.
Troubleshoot hardware and software issues, including desktops, laptops, printers, and peripherals.
Install, configure, and maintain operating systems for Windows and macOS, and software applications.
Assist with network connectivity, including wired and wireless connections.
Collaborate with other IT team members to resolve complex technical problems.
Educate end users on basic IT procedures and best practices.
Document support requests, resolutions, and system changes.
Maintain inventory of hardware and software assets.
Perform routine maintenance tasks, such as system updates and patches.
Ensure compliance with company IT policies and security protocols.