Job Description

Position: IT Helpdesk Engineer. The Help Desk Specialist is an integral part of the IT Help Desk team, which is responsible for the management, maintenance, and repair of all employee technology assets, including PC\xe2\x80\x99s, software, peripherals, and other technology related systems to ensure a best-in-class experience. Help Desk Specialist supports a world-class support experience through implementing recognized industry best practices, along with emerging industry practices. The ability to assess, troubleshoot, and resolve technical issues while interacting with employees, managers, and local Technology Engineering staff is essential for success in this position. Responsibilities

• Efficiently and effectively, respond to online requests, telephone calls, and emails requests for technical support remotely.
• Document, track, and monitor the problem using applicable systems and tools
• Coordinate and accommodate a variety of priorities in a fast-paced environment
• Troubleshoot and resolve technical issues and escalate to the Technology Engineering team when warranted
• Demonstrate a hands-on, high energy work ethic and champion a team player attitude
• Participate in team collaboration through idea-sharing and brainstorming sessions
• Ability to follow a well-focused work plan that results in measurable success.
• Coordinate with other teams or specialists to resolve an issue.
• Monitor IT Infrastructure and follow SOP to report and escalate issues.
• Responsible for the resolution of escalated issues of higher difficulty

• Bachelor\xe2\x80\x99s degree in Information Technology, or a related field preferred
• Strong knowledge of Microsoft desktop (Windows WIN7/10) and basic knowledge of server systems, MS Exchange/Office 365/Outlook, Active Directory, remote desktop, and MS Office 2013/2017
• Solid understanding of networking basics, such as TCP/IP, DNS, DHCP, routing, VLAN, VPN, and Wireless networks
• Knowledge of Apple products preferred.
• Provide excellent customer service
• Excellent communication skills, both verbal and written is a MUST.
• Detail oriented and self-motivated
• Excellent organizational skills
• Required to Work in Shifts