IT Helpdesk Specialist

Position Summary

Assists with or provides technology support in deploying, troubleshooting, maintaining, and operating hardware, software, communications, and peripheral equipment. Monitors, logs, tracks, and resolves problems for multiple operating systems, server and client applications, and office technology equipment. Identifies and resolves or escalates reported technology issues to ensure minimal interruption of day-to-day operations. Assists or provides backup support as needed to other departmental units. 

Essential Responsibilities and Duties

1. Information Technology Help Desk Support
   1. Provide Tier 2 technical assistance and incident resolution to all JCE Co-op employees and members.
   2. Troubleshoot basic network issues such as login or application access.
   3. Perform basic end-user training for various software applications and computer systems.
   4. Provide prompt and accurate feedback to subscribers.
   5. Escalate unresolved support issues. 
   6. Monitors current help desk systems and processes and recommends any necessary changes. 
2. Information Technology and Communication Support
   1. Performs server application updates, patches, troubleshooting, or other maintenance duties.
   2. Performs file system configuration and management and performs server backups and recovery procedures. 
   3. Provides support for enterprise deployments of new technology solutions.
   4. Ensures change management processes are followed for changes impacting our environment.
   5. Maintain and monitor the Mobile Device Management system.
   6. Collaborate with other team members to ensure smooth operations.
3. Information Technology Documentation
   1. Participates in creating and reviewing change requests per change management policy. 
   2. Create and maintain an accurate inventory of all cooperative information technology equipment/software/applications and provide an annual report to department manager.
   3. Maintain accurate and up-to-date documentation for server and network infrastructure.
   4. Deliver weekly and monthly status reports to manager.
4. Performs other duties as assigned.

Accountabilities

1. With supervision, a technical contributor to problem resolution and escalation related to user support of office automation and business-critical systems. 

Qualifications

1. Associate degree in Computer Science, Management Information Systems (MIS), or a related technical field.
2. 1-3 years of direct technical support experience or equivalency. 
3. Experience with operating and maintaining hardware, software, communications, and peripheral equipment. 
4. Ability to multi-task, meet deadlines and manage time efficiently.
5. Ability to troubleshoot problems and analyze data. 
6. Training in customer service and support or operations is preferred.

Working Conditions:

1. Regular business office hours between Monday through Friday, 8:00 AM to 5:00 PM
2. Frequent work outside of regular business hours is required.
3. Generally accepted office working conditions.
4. Occasional day and overnight travel is required.
5. *The position requires manual dexterity and the ability to stand, walk, kneel, bend, crouch, crawl, and twist the upper body.
6. Must be able to lift and carry items that weigh up to 50 pounds.