Help Desk Specialist

Texas Farm Bureau•Waco, TX

3d•Onsite

About The Position

The Help Desk Specialist provides first-line technical support to employees for corporate business needs. The position researches and understands the logic of complex individual computer programs and systems, troubleshoots corporate equipment hardware and software, and resolves or escalates reported issues. It also provides end-user walkthroughs and overview training, updates and resolves help desk work orders according to established procedures, communicates with vendors as needed, reports project status, manages multiple projects and requests simultaneously, and recommends procedural improvements. The role may require after-hours problem resolution and travel. The employee must comply with the company’s Certified Fleet Operation requirements and perform other duties as assigned. The work is conducted in a company-owned or leased office environment. Physical activities include using office equipment for more than six hours per day, extended periods of sitting and concentration, and occasional bending, twisting, crouching, pulling, pushing, lifting, and moving items weighing up to 30 pounds. Occasional long or irregular hours and travel by automobile or other public transportation may be required.

Requirements

Associate degree or above in a computer-related field.
1–2 years of experience.
Strong problem-solving abilities.
Ability and willingness to learn and extend skills.
Strong oral and written communication skills.
Proficiency in Microsoft Office software required for the job.
Proficiency in PC operating systems, PC hardware, printer hardware, Microsoft Office 365 application software, Microsoft Intune, Azure, mobile device operating systems, Access Manager, Active Directory, and CICS.
Willingness to travel as required.
Ability to type 30 words per minute without errors.
Valid Texas driver’s license and a driving record at hire that would not place the employee on probation or disqualify them from Certified Fleet Operator status under the Company Driving and Safety Policy.

Responsibilities

Provide first-line technical support to employees for corporate business needs.
Research and understand the logic of complex individual computer programs and systems.
Conduct walkthroughs and provide overview training to end users.
Report status on assigned projects.
Provide after-hours problem resolution as required.
Troubleshoot and resolve problems with corporate equipment hardware and software.
Escalate problems and work orders to appropriate personnel as needed.
Communicate with vendors for problem resolution as needed.
Update and resolve help desk work orders according to established procedures.
Recommend improvements to procedures.
Manage multiple projects and requests simultaneously.
Comply with the Certified Fleet Operation requirements of the Company Driving and Safety Policy.
Perform other duties as assigned.