ESSENTIAL FUNCTIONS:

• Provide first-tier help desk support for desktop computing environment, agency management system, Office, Outlook and other systems and peripherals.
• Responsible for monitoring helpdesk ticketing system, taking ownership of tickets, issue resolution and escalating tickets to other colleagues when required.
• Perform remote and local desktop hardware, software and printer installation, maintenance and support.
• Perform mobile device support.
• Provision and administer user accounts in Active Directory and other systems.
• Perform daily, monthly and year-end maintenance procedures. Load updates to various systems as directed/required. Maintain inventory of all equipment and software as required.
• Help train colleagues to maximize their effective use of technology to accomplish organizational objectives.
• Assist in the development and implementation of procedures to guide colleagues in use of hardware and software.
• Participate in seminars and other training to increase knowledge and develop new skills.

KNOWLEDGE, SKILLS AND ABILITIES:

• Self-starter, analytical, imaginative and creative with good interpersonal and communication skills, both verbal and written.
• Ability to handle simple to moderate level help desk tickets and prioritize accordingly with little to no assistance from senior staff.
• Ability to support users remotely.
• Ability to accurately gather and analyze facts, draw sound conclusions, define the right problems, and suggest viable solutions.
• Ability to adapt, integrate and configure desktop PC hardware and software to meet the organization’s needs.
• Proven success communicating with technical staff, vendors and a wide-range of colleagues.
• Team player and willing to find accommodating solutions for customers, companies and agency.

QUALIFICATIONS:

• Prefer two to four years of help desk\desktop support experience supporting PC hardware and software in a business setting with a network of similar size, complexity and structure.
• Proficient with a wide-range of desktop and mobile hardware, software and peripherals.
• Experience administering user accounts in Active Directory and other systems.
• Must be able to work “off-hours” when certain projects/situations require.
• Adhere to Agency policies and procedures.
• One or more certifications related to desktop PC hardware or software specific to company environment preferred.
• Above average communication and listening skills.
• Ability to identify problems, analyze questions, and provide valid solutions.
• Ability to listen to a question, analyze and work through the problem and explain the solution to the inquiring person so that he/she is confident in his/her ability to complete the task on their own.