Information Technology Help Desk

Job Description:

The Help Desk / Service Desk Support role is pivotal in providing effective day-to-day IT support, advice, guidance, and diagnosis, crucial for maintaining operational efficiency across our IT services.

Primary Duties:

• Provide responsive phone and remote support for desktop-related issues.
• Assist in coordinating and planning activities related to mergers and acquisitions.
• Act as a key member of the Merger and Applications team, facilitating local setup and onsite support as a contact for the M&A Manager.
• Troubleshoot and resolve hardware, software, and application issues for end users.
• Deliver excellent customer service through effective verbal, interpersonal, and written communication.
• Provide priority support to Executive Senior Leadership.
• Maintain advanced knowledge of enterprise network and workstation connectivity.
• Document incident status and solutions using incident database tools.
• Serve as an escalation point for various technical issues.
• Generate regular reports on service desk performance and issue trends.
• Communicate enterprise-wide on outages or Severity 1 issues.
• Coordinate response conference bridges with the TCT Manager as required.

Required Skills:

• Minimum of 3 years of experience in a similar leadership role overseeing 4-6 engineers within a service desk environment.
• Proficiency in Active Directory including password resets, GPOs, permissions, and user account management.
• Ability to mentor, coach, and develop team members to establish career paths.
• Strong technical background in desktop and phone support.
• Customer-focused with a dedication to delivering high-quality support.
• Team player with excellent collaboration skills.
• Effective diagnostic and troubleshooting abilities.

Experience/Skills:

• Experience with new IT-related facility builds or moves is preferred.
• Bachelor’s degree in Computer Science or Information Technology, or 3 years of practical experience in lieu of a degree.
• Certifications in CompTIA Network, CompTIA A, MCSE, and MCSA are desirable.