IT Helpdesk Associate

HumanKind•Richmond, VA

31d•$46,000 - $55,000

About The Position

IT Helpdesk Associate is responsible for being the first point of contact for HumanKind’s internal users seeking technical assistance and support. This position’s primary responsibility is to provide excellent customer service, diagnose technical issues, and resolve problems related to hardware, software, and network systems. The IT Helpdesk Associate’s expertise and responsiveness plays a vital role in ensuring smoot day-to-day operations and user satisfaction within HumanKind. Some travel to satellite locations required. Some evening hours.

Requirements

Solid understanding of desktop operating systems (Windows, macOS) and common software applications (Microsoft Office, web browsers, etc.)
Provide patience and empathy to end-users. Immediately contact users to discuss their issue before prioritization of the ticket.
Effectively communicate written and verbally to a diverse range of people.
Strong strategic, creative, and critical thinking problem-solving skills both individually and through teamwork.
Knowledge of current industry trends, best practices, and emerging technologies.
Strong organizational skills, and attention to detail.
Strong problem-solving and decision-making skills.
Ability to manage multiple projects and various deadlines simultaneously.
Associate degree in computer science, or equivalent experience in the field.
Proven experience in providing IT support or customer service.
Valid Driver’s License and acceptable driving record.
Complete, pass and maintain all required background checks and drug test.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Initial point of contact for users experiencing technical issues through various channels, such as phone, email, or systems. Provide timely and efficient resolution of problems addressing hardware, software, and network-related queries.
Diagnose and analyze technical issues reported by users, utilizing appropriate tools and resources to determine the root cause of problems. Provide step-by-step guidance and explanations to help users resolve issues independently when possible.
Log, track, and manage IT incidents and service requests using IT’s ticketing system. Ensure timely follow-up and closure of tickets, maintaining accurate and detailed records of user interactions and issue resolutions.
Assist users with setup, configuration, and troubleshooting of desktops, laptops, printers, and peripherals. Install and update software applications as needed, ensure proper functionality.
Handle user account requests, password resets, and access permissions, adhering to security policies and protocol.
Troubleshoot network connectivity issues, both wired and wireless, to ensure users can access network resources and the internet without interruptions.
Provide basic training to users on software applications and technology tools to enhance their technical proficiency and reduce recurring issues.
Contribute to the development and maintenance of the IT knowledge base, documenting common issues and their resolutions to facilitate quick problem-solving in the future.
Escalate complex technical issues to IT Specialist or IT Manager, when necessary, maintain effective communication throughout the escalation process.
Adhere to IT policies, procedures, and security guidelines, ensuring that all activities align with organizational standards and best practices.