IT Help Desk Specialist

Date Posted: Active 3 days ago
Salary:
Matthews, NC 28105

Job Description

Help Desk - IT Specialist

Job Summary:

The IT Specialist provides Tier 1-2 Help Desk technical support for Killingsworth Environmental, a platform company of Anticimex. The IT Specialist handles the IT technical responsibilities of planning, equipment ordering, preparation, installation, testing, and inventory management for onboarding new employees and off-boarding exiting employees. This role provides support to key IT management processes (i.e., asset management, application support, security, decision making, innovation and process improvement). Additional responsibilities include project work for the platform (such as Windows updates, voice/data rollout, etc.) with occasional opportunities to assist in project work for Anticimex North America or Global.
Supervisory Responsibilities:

  • None

Duties/Responsibilities:
Help Desk

  • Provide day to day customer service, support and issue resolution for end user tickets related to all aspects of the Activate IT environment.
  • Provide support of incoming tickets and service requests to the service desk via telephone, web portal, and email. Provide end users with an exceptional user experience, timely response and effective resolution of reported issues and needs.
  • Utilize standard work processes and tools to manage day to day workflow.
  • Service queue triage - prioritize incidents and service requests according to defined processes to meet defined SLAs.

Onboarding & Offboarding

  • Work in close coordination with onboarding teams, managers, vendors, and other stakeholders to plan and execute successful hiring or migration processes.
  • Conduct training sessions for newly hired associates where needed.
  • Perform site assessments to determine and document what specific hardware, software, networking and related peripherals are needed for each new facility.
  • Effectively manage and track all IT equipment, hardware, software and voice/data services are ordered, configured, shipped, installed, tested, and working as designed and expected by the customer; manage invoicing and related procurement processes.
  • Complete account provisioning and decommissioning activities for newly hired and exiting associates.
  • Plan and complete hands on/remote installation, configuration, testing and user acceptance of all networking, voice, computers, software, printers and related IT equipment, software and peripherals.
  • Use various forms of communication including status meetings, face to face/remote customer interaction or electronic tracking tools to fully document and communicate the status of IT technical onboarding task status and issues.

IT Operations Support

  • Track all IT assets within the organization and update any asset changes, shipping and receiving purchases.
  • Point of contact for escalation application issue to the vendor.
  • Install and configure hardware and software components throughout various network infrastructure devices.
  • Interview customers to gather information useful in providing recommendations and solutions to a technical problem.
  • Install antivirus software and ensure virus definitions are up to date.
  • Server administration via Active Directory, M365, Print services, DNS, DHCP.
  • Effectively manage documentation and process creation; perform preventative maintenance, including verifying patches and updates have been applied to servers and workstations.
  • Periodically review audit logs and reports from all technologies and other sources and report any abnormalities to your manager.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Ensure all security applications are deployed on the devices prior to deployment and verified using the security tools.
  • Ensure company safety and security standards are met.

IT Projects

  • As needed, lead the planning, implementation, communication and tracking of projects assigned to the platform IT department.
  • Ensure on-time, on-budget project completion and achievement of agreed to business outcomes.
  • Provide routine status and issue tracking to IT leadership and project stakeholders.
  • Oversee routine projects following a standard service delivery project plan.
  • Escalate issues as needed to resolve roadblocks.
  • Ensure all project closeout documentation as needed.
  • Performs other related duties as assigned.

Required Skills/Abilities:

  • Strong technical experience with Windows, Android, iOS-based end user devices, networking, printing, phone systems and application software configuration, installation, testing, maintenance, and support.
  • Specific experience with Windows 10, Meraki networking, Dell computers, Windows Server OS, Mac iOS, printers, and conference equipment.
  • Experience administering Office365 accounts and provisioning/supporting Azure/AWS cloud environments.
  • Experience configuring, troubleshooting, and repairing network equipment, Windows servers and workstations, and Active Directory.
  • Proven track record of deploying and supporting technology.
  • Ability to train end users.
  • Ability to multi-task and balance multiple competing demands.
  • Self-starter with the ability to work independently and with minimal day to day supervision.
  • Exceptional written and oral communication skills.
  • Good problem-solving skills.
  • Excellent interpersonal and customer service skills, with a focus on building rapport, listening, and questioning.
  • Lead and create a culture of continuous improvement.

Education and Experience:

  • Bachelor’s degree in Computer Science required or 3+ years of IT Technical support experience, preferably in the managed IT service provider space; or equivalent combination of education and experience.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 25 pounds at times.
  • Be available on-call to provide off-hours support in case of emergencies or disasters.
  • Ability to travel several times per year to Killingsworth locations within NC and SC.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Referral program
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Ability to commute/relocate:

  • Matthews, NC 28105: Reliably commute or planning to relocate before starting work (Preferred)

Education:

  • High school or equivalent (Required)

Experience:

  • Help desk: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • No

Work Location: One location

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Job Detail

  • Job Id
    39dbf1252f78e90f
  • Location
    Matthews, NC 28105
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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