Help Desk Support

Job Description Summary

• Build, set up, and install computer hardware according to Mesa Air policies, procedures, and standards
• Answer requests from system users; provide information and 1st level troubleshooting; expand problems as appropriate, and maintain accurate help desk records
• Train personnel in the proper and secure use of Mesa Air information systems
• Create accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job function
• Create and maintain listings of all computer assets, as required by Mesa Air policy.
• Create and manage telephone user accounts
• Execute system maintenance programs, scripts, and reports according to the operations schedule

• Assist in building, installing, and repairing desktop workstations according to company policies, standards, and specifications
• Install, modify, and repair computer software
• Maintain accurate inventory records in asset tracking system
• Observe operation of computer hardware to identify malfunction(s)
• Perform tests to identify root cause of malfunction(s)
• Maintain accurate documentation through help desk software
• Communicate with users about work completion and results
• Act as a front-line interface to users
• Provide information, materials, and/or live training to end users of Mesa Air core applications and technologies
• Create/Maintain/Delete User identifications and profiles for Company used systems as directed by the owner of the information
• Keep record of all hardware, software
• Add or change telephone user accounts
• Evaluate and/or recommend purchases, requesting and submitting quotes and requisitioning computer hardware and software
• As instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedules

• This position reports to the Director of IT

• Ability to follow company procedure accurately and completely
• Ability to accurately complete purchasing paperwork and keep good records
• Ability to perform basic computer hardware installations, per the standards set for hardware configuration
• Ability to follow vendor issued instructions for set up of additional software needs
• Ability to observe computer hardware in action and/or perform tests to determine problems
• Ability to correctly separate symptoms from root cause and design effective repair
• Good inter-personal communication skills, both written and oral
• Ability to produce training materials complete with detailed explanations, tips and techniques, screen shots, etc.
• Ability to manage a regular flow of small tasks quickly and efficiently
• Ability to keep accurate records of transactions
• Ability to examine events and determine the necessary remediation to get/keep systems online and secure
• Ability to work in a team environment with minimal supervision
• Detail oriented and able to keep accurate records of company computer assets

• Knowledge of the architecture of Windows desktop computers
• Knowledge of Windows Active Directory and other Windows security solutions
• Knowledge of the printers, desktops, laptops, mobile devices, and other common hardware
• Knowledge of standard hardware configurations
• Knowledge of Microsoft Office Suite
• Understanding of standard security policies and procedures
• Knowledge of standard corporate purchasing policies and procedures

• Two-year degree in a computer-related field
• Experience dealing with hardware equipment and service vendors.
• Experience troubleshooting the operation of desktop computers and peripherals and documenting the problems.
• Previous experience in customer support
• Experience with the Help Desk Software and Support in a 24/7 computing environment requiring 100% uptime
• Experience in a purchasing, receiving, or inventory position related to IT
• Experience in a computer operations department