Helpdesk Specialist

Description

This position assists employees of Boxer Property and associated subsidiaries with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The employee in this position also assists in the network maintenance requirements for desktop software and hardware deployments and other associated equipment. This positions responsibilities require team and independent analysis, communication, and problem solving. Work is performed with limited supervision and requires initiative and judgment.

Roles and Responsibilities:

• Troubleshoot security access and program issues on Windows Desktop Operating Systems to determine course of action, and assist end-users in a resolution, hands on assistance as needed or performing a walkthrough over the phone
• Maintain a working knowledge of Microsoft Office Products and have the ability to support these applications on an as needed basis
• Install, configure, and maintain desktop and laptop hardware including, but not limited to hard drives, RAM, video cards, system boards, and network cards
• Perform adds, moves, and changes of soft phones within the office leveraging Microsoft Teams and 8x8
• Ability to partner with vendors to troubleshoot Internet, Fax, Circuit, and telecomm related issues
• Create and manage both on premise and cloud Active Directory users and Office 365 Accounts
• Create, monitor, and provide timely updates to help desk cases, tracking new and open issues through-out the life cycle of a reported technical issue
• Travel to locally owned business offices to assist with technical issues leveraged to serve our customers

Qualifications

Qualifications

Experience, Knowledge and Education:

• Familiar with standard concepts, practices, and procedures within the scope of desktop support
• Performs a variety of tasks and exhibits strong time management and multi-tasking skills
• Strong Written and oral communication skills
• Must be team oriented and display attention to detail
• Relies on limited experience and judgment and independent research to plan and accomplish goals
• It may be necessary for some work to be performed during non-standard work hours for maintenance operations related to a variety of IT needs and/or projects
• Create, maintain, and distribute standard operating procedures for the education of the team and formalization of process
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, wireless access points, and security when applicable
• Microsoft Office 365 Certification Highly Preferred: Modern Desktop Administrator Associate or similar certification
• Strong understanding of ITIL Framework: ITIL Certification a plus

• Must have high energy and demonstrate a positive and professional attitude during customer interactions
• This role offers both phone/helpdesk and desk-side support and has a heavy focus on providing an exceptional customer service experience to both internal and external clients
• Must have the ability to learn on the job and adapt to change
• Must have the ability to multi-task and prioritize multiple items, tasks, and/or projects
• Must have the ability to communicate successfully with team members and management
• Must have good documentation skills
• Must display initiative and be willing to take on new tasks
• Must be a Self-Starter in addition to having the ability to work in the guidelines of given directions
• Must be able to meet deadlines and communicate should challenges push agreed upon deadlines back
• Must be able to work with outside vendors to troubleshoot issues and tackle problems head on until resolved
• Bachelor's degree in Computer Science, Business or Engineering and a minimum of 5 years of experience in the field or in a related area or a non-degreed professional with a high school diploma or GED and between 5-7 years relevant experience

Additional Requirements:

• Successfully pass pre-employment screening.