Information Technology Help Desk Support

The IT Support Helpdesk is responsible for providing the first through some third-tier support functions to his / her end users. A core function of this role is the maintenance and support of client software installed on the desktop, laptops, tablets, as well as hardware support.

The successful team member will be required to provide excellent customer service and apply proven problem-solving skills to help identity, communicate, and resolve system issues in a timely manner to maximize the benefit of IT systems investments.

This position is responsible for providing first through third-tier level support to a diverse group of end users for PC, server, mainframe applications and hardware via phone, email, IM, etc. on-site / hands-on support as necessary, as the first contact or level of support for the users within the region.

• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties as needed.
• Recommend systems modifications to reduce user problems.
• Install / uninstall all client software on end-user machines, according to the licensing compliance and the IT Manager authorization, including copying all existing business files from the old unit to new.
• Configure and support the hardware and configuration of printers for the different end-users.
• Create new users, as well as remove all Ti-NA site users in Active Directory, Exchange, and Office 365 when security forms are submitted for new and termination of accounts according to the Onboarding, Change, and Offboarding procedure.
• Add, remove, or modify Outlook/Exchange permission for users, such as calendar perms, departed employee mailbox access, etc. according to the tickets raised and approval.
• Provides 24/7 On-Call Support as necessary.
• Responsible for submitting purchase requisition, ordering, and setting up all PC’s, solid-state units, tablets, scanners, mobile phones, printers, etc. as required for each responsible location.
• Manage the mobile phones in the US, through the order, activate, and configure/setup mobile devices, including the installation of Company controls for security; as well as monitor individual plans if changes need to be made to accounts. Helps oversee the billing / transfer responsibilities for both Taghleef and employee if / when they leave the company in partnership with Human Resources approval.
• Contact vendors for support on warranted items and take the necessary steps to get the faulty hardware replaced.
• Removing, formatting, and/or destroying old hard drives from PC’s and disposing of computers, printers per Company guidelines.
• Document all the solutions provided for Helpdesk tickets as part of the database.
• Performs other related duties as required and assigned.

• BS Degree in Information Technology, Computer Science, or equivalent work experience
• Knowledge of all aspects of Microsoft Windows operating systems (mixed versions), mobile devices, and printer support.
• Knowledge of Office 365, Exchange, and Intune
• Strong troubleshooting and problem-solving skills are required
• Flexible (ability to work alternate schedule, off-hours, nights, and weekends as needed)
• Avid learner
• Ability to work on multiple tasks/project
• Ability to organize, coordinate and manage work volume
• Excellent verbal and written communication skills
• Must work well in a team environment and/or as an individual contributor