Help Desk Support Agent

Brightli•Indianapolis, IN

About The Position

The Help Desk Support Agent provides IT support to end-users by answering questions, troubleshooting hardware and software issues, carrying out network repairs, and collaborating with peers. The position also supports end-user training, maintains training materials, performs routine hardware maintenance and repairs, installs workstations, and assists with voice and data communications at all locations. The role maintains an inventory of IT equipment and performs other duties as assigned by the supervisor. Candidates should have an Associate of Applied Science degree or equivalent. One year of experience is preferred. The role requires effective use of current Microsoft Office products and the ability to understand standard business software used throughout the organization. Employment requirements include successful completion of background checks, new-hire orientation and required training, as well as a current driver’s license, acceptable driving record, and current auto insurance. The position involves sedentary work, including sitting most of the time, occasional walking or standing, and repetitive hand, finger, and arm movements for typing or writing. Brightli describes a welcoming, supportive workplace and offers full-time employees paid time off and a benefits package. The organization is an Equal Employment Opportunity Employer and a Smoke and Tobacco Free Workplace.

Requirements

Associate of Applied Science degree or equivalent.
Effectively use current and most recent versions of Microsoft Office products.
Comprehensively understand standard business software used throughout the organization.
Read and interpret computer manuals, software documentation, safety rules, operating and maintenance instructions, and procedure manuals.
Write routine reports and correspondence.
Speak effectively before groups of residents or employees.
Apply logic and understanding to instructions provided in written, oral, or diagram form.
Use problem-solving techniques to address problems involving several concrete variables and respond effectively to crises and other critical situations.
Perform effectively as job demands change and take necessary and appropriate action independently.
Establish effective relationships by telephone and through personal contacts.
Follow direction and accept supervision.
Successfully complete background checks, including criminal record, driving record, abuse/neglect, and fingerprint checks.
Complete New Hire Orientation and required training, including Relias, at the beginning of employment and annually thereafter.
Have a current driver’s license, acceptable driving record, and current auto insurance.

Nice To Haves

One year of experience.

Responsibilities

Record end-user support issues and questions and provide timely assistance with software, hardware, and other basic departmental issues.
Schedule and prepare one-on-one and group training to improve end-user skills.
Maintain accurate paper- and web-based training materials and assistance tools for Microsoft products and standard business software.
Troubleshoot complex user issues and communicate pending problems and desktop application changes to Administration and Department Head staff.
Perform routine technical maintenance on hardware.
Repair and replace computer hardware parts.
Train staff on computer use.
Assist with installation and maintenance of voice and data communications at all locations.
Install workstations, including hardware and software.
Maintain an accurate inventory of information technology equipment and end-users.
Perform other duties as assigned by the supervisor.