Help Desk Support Agent

Brightli • Indianapolis, IN

3d

About The Position

The Help Desk Support Agent provides IT support to end-users by responding to questions and concerns, troubleshooting hardware and software issues, and assisting with network repairs. The role also supports user training, maintains training materials, performs routine computer maintenance, and assists with voice and data communications and workstation installation across locations. The agent records equipment inventory, communicates pending problems and application changes to administrative and department-head staff, and performs other duties assigned by the supervisor.

The position requires completion of a background check, new-hire orientation, and required training at the beginning of employment and annually thereafter. A current driver’s license, acceptable driving record, and current auto insurance are also required. The work is sedentary, involving mostly sitting, occasional walking or standing, and repetitive hand, finger, and arm movements for typing or writing.

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 and speak effectively before groups of residents or employees.
• Apply logic and understanding to written, oral, or diagrammed instructions; solve problems involving several concrete variables; and respond effectively to crises and other critical situations.
• Adapt effectively to changing job demands, take appropriate independent action, establish effective relationships by telephone and in person, and follow direction and accept supervision.
• Complete a background check, including criminal record, driving record, abuse/neglect, and fingerprint checks.
• Complete New Hire Orientation and all 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 is preferred.

Responsibilities

• Record end-user support issues and questions and provide timely assistance with software, hardware, and basic departmental issues.
• Schedule and prepare one-on-one and group training to improve end-user skills.
• Maintain accurate user-training materials, including paper and web-based manuals and assistance tools for Microsoft products and standard business software.
• Problem-solve complex user issues.
• Communicate pending problems and changes in desktop user applications 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.

Benefits

• Paid time off for full-time employees.
• Health, dental, vision, retirement, and life benefits, among others, for full-time employees.
• Initial, ongoing, comprehensive, and supportive training.
• Career advancement opportunities and promotion from within.
• A welcoming, warm, and supportive work culture that promotes well-being and encourages health and happiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree