IT Help Desk

Arcfield • Middletown, RI

1d

About The Position

Under general supervision, the IT Help Desk employee performs a range of duties, including complex assignments. Work is semi-routine but may require occasional deviation from accepted practices, and is checked because errors may cause delays or expense. The employee may assist and train less experienced personnel.

The role provides Tier I technical support to end users for computers and associated network issues. It responds to support requests, documents and monitors problems through resolution, and enters information into the ticket system. The employee also helps users resolve routine hardware and software issues, supports client-service and operations projects, and works with external vendors as needed.

Requirements

• High school education and 3–4 years of experience (stated as “HS 3-4 Years”).
• Excellent customer service, interpersonal, and communication skills.
• Excellent customer technical and product support skills.
• Proficiency in information technology and operations management.
• Ability to work independently on problems and projects.
• Willingness and ability to learn new and existing technologies and contribute as a member of a technical team.
• Ability to obtain and maintain a Secret Clearance.
• Ability to obtain and maintain CompTIA Security+ certification.

Nice To Haves

• Active Secret Clearance is preferred.

Responsibilities

• Provide Tier I support to end users for computer and associated network issues.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.
• Enter information into the ticket system and create trouble reports for IT Support Technicians.
• Teach clients to resolve routine or minor hardware and software problems, and guide users in developing and using OS computer-assisted and managed technology.
• Support special projects related to client support and operations.
• Work with external vendors as required.
• May assist and train less experienced personnel.

Benefits

• Health insurance
• Life insurance
• Paid time off
• Holiday pay
• Short-term and long-term disability
• Retirement and savings
• Learning and development opportunities
• Wellness programs
• Other optional benefit elections, depending upon position

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED