THE MARLENE MEYERSON JCC MANHATTAN

POSITION DESCRIPTION

Department: Information Technology

JOB TITLE: Help Desk Support Specialist

Reports To: Network Systems Administrator

FLSA Status: Exempt - Full-time

DATE: May 2023

Description

The Help Desk Specialist provides excellent customer service and technical support to 300 end users. The Help Desk Specialist supports and maintains the organization's desktop computing environment. This position assists the Network Systems Administrator in managing the organization's local area network, servers, internet connectivity, and voice and data systems. This includes responding to user questions and requests and installing, diagnosing, repairing, maintaining, and upgrading all PC and Mac hardware, desktop software, and equipment to ensure optimal workstation performance. This position will also troubleshoot problem areas in person, by telephone, email, or via remote desktop in a timely and accurate fashion and provide end-user assistance where required. This position is responsible for maintaining the ticketing system and documenting all requests and actions related to technology services. We are committed to exceptional customer service. The Help Desk Specialist must provide timelines and accurate, courteous, and professional support to all users.

Responsibilities

Desktop, Application, and Software Support

• Provide end-users with on-site and remote support for installation, configuration, and problem resolution, on desktops, laptops, mobile devices, desk phones, and printers.
• Monitor, troubleshoot, and resolve all operational and software problems associated with computers, network, and stand-alone printers and document all requests via the ticketing system
• Prepare new user equipment, including hardware, software, phone, and network connectivity.
• Diagnose and resolve problems, maintain equipment, and provide Windows 10 and Mac desktop support.
• Assist in employee onboarding and terminating process.
• Assist with server and desktop patching and maintenance.
• Maintain hardware and software license inventory using shared Google doc
• Help in the maintenance and expansion of data and voice cabling infrastructure.
• Set up and support Google Apps, e-mail, documents, groups, and calendar accounts via the Google admin console.
• Lead or participate in technology projects and accomplish other tasks and functions as assigned.
• Help Network Systems Administrator in the management of the phone and voicemail system
  • Telephone adds, moves, and changes.
  • Phone number, extension, and voice mailbox assignment
  • Call Attendant Administration.

Position Requirements

Formal Education & Certification

• Bachelor or higher Degree in Information Technology, or related fields desirable.
• Technical certifications a plus

Knowledge & Experience

• 5 years of IT Support experience (Required)
• Working knowledge of Windows Active Directory
• WAN, LAN, VPN, DHCP, DNS, TCP/IP, VOIP, Firewalls, Switches.
• Excellent technical knowledge of PC and Mac desktop hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of Microsoft operating systems.
• Able to read and understand technical manuals and procedural documentation.

Personal Attributes

• Strong customer-service orientation.
• Self-motivated with the ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Analytical and problem-solving abilities, with keen attention to detail.

Work Conditions.

• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.
• Availability to work weekends as needed and off hours during registration and maintenance periods. Working on New Year's Day is required.

Salary range $60,000 - $62,000.

Hours Mon-Fri 8:30 am -4:30 pm.

If you are not accessing this listing on our company site, http://mmjccm.org, please submit a cover letter and resume through this link: https://jccmanhattan.isolvedhire.com/jobs/890540-45080.html.

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