Job Description

Position Summary:

The IT Help Desk & Desktop Support Specialist provides technical support for end-users across multiple locations, ensuring timely resolution of service requests, and managing hardware setups. This hands-on role involves troubleshooting software and hardware issues, maintaining IT documentation, and contributing to IT policies. The role requires strong problem-solving skills, exceptional customer service, and technical expertise in enterprise support environments.

Primary Responsibilities:

• User Support: Offer remote and in-person technical assistance for desktops, laptops, printers, and handheld devices.
• Help Desk Management: Utilize IT service desk systems (e.g., ServiceNow, ZenDesk, ManageEngine) to document and resolve user requests effectively.
• Hardware & Inventory Management: Oversee spare parts inventory, handle hardware setups, and maintain disposal logs.
• Software & Systems Support: Troubleshoot and assist with Active Directory, Windows Networking, SCCM, and other enterprise applications.
• Training & Documentation: Provide end-user training on applications, security protocols, and IT policies, while ensuring accurate documentation of systems and procedures.
• Collaboration & Escalation: Collaborate with IT teams and third-party vendors to resolve complex technical issues.
• Onsite Support: Travel to various company locations for onsite support, as required.

Qualifications & Experience:

• Required:
• 3+ years of experience in IT support, help desk, or enterprise systems.
• Associate degree in Computer Science, Information Technology, or equivalent experience.
• Strong knowledge of Windows OS, Active Directory, and networking fundamentals.
• Experience with system imaging and software deployment, including SCCM.
• Preferred:
• Experience in plant-site environments.
• Microsoft Certified Professional (MCITP) or A+ Certification.

Technical Skills:

• Networking: TCP/IP, DNS, VPN, Citrix, Exchange, RSA Secure ID.
• Systems & Security: Windows OS, BitLocker, CommVault, SCCM, AirWatch, Lansweeper.
• Enterprise Applications: OpenText Content Server, Microsoft Office, GoToAssist.

Work Environment & Physical Requirements:

• A mix of office and industrial plant settings with potential exposure to varying weather conditions.
• Ability to lift up to 50 lbs, move throughout facilities, and wear necessary personal protective equipment (PPE).
• Potential exposure to loud noise, mechanical parts, and electrical circuits.

HSE Responsibilities:

• Support Health, Safety, and Environmental (HSE) policies, ensuring safe operations across work environments.
• Conduct routine inspections and report any safety concerns.

External Vendor Relationships:

• Manage and interact with vendors like Dell, Lenovo, Honeywell, Cisco, OpenText, AT&T, Microsoft, CDW, Verizon.

Job Requirements:

• Availability for 5x onsite support per week.

Additional Information:

• The role involves a combination of technical troubleshooting, user support, and the management of IT infrastructure and enterprise applications.
• Candidates should be comfortable with onsite and remote support, possess a proactive approach to problem-solving, and be willing to adapt to a dynamic work environment.
• Familiarity with ticketing systems such as ServiceNow, ManageEngine, or ZenDesk is required.

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