Job Description

Job Description

Job Description

Job Summary

The IT Helpdesk is responsible for daily helpdesk operations ensuring that IT support is efficiently provided to users across the organization. This role requires excellent technical knowledge and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction.

Essential Functions

· Implement best practices to enhance efficiency and service quality to support the organization including the development and implementation of standard operating procedures (SOPs) to streamline troubleshooting, support, and issue resolution processes.

· Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner.

· Resolution of technical issues for end-users, ensuring issues are prioritized and resolved based on severity.

· Determine escalation point for complex or unresolved issues that require expert intervention and assist with daily user requests as needed to support timely responses.

· Tracking and documentation of all support requests using a ticketing system.

· Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction.

· Continuously assess and improve helpdesk processes to enhance efficiency and service quality.

· Recommend tools, technologies, and strategies to improve the overall support experience.

· Support team members to achieve their best performance and foster a positive work environment.

· Coordinate with other departments to ensure cohesive operations and compliance with company policies and procedures.

· Adhere to company policies and procedures including OSHA safety standards, PPE, and ISO regulations.

· Perform other duties as assigned.

Education

· Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.

Required Experience & Competencies

· 6+ years of experience in a helpdesk/IT support role.

· Office365 tenant administration and end user support. (3 Years minimum).

· ITIL Framework (Certified preferred).

· Proficient with Windows, Mac OS, cloud services, and common enterprise applications support in a networked environment.

· Ability to prioritize based on business impact, work in fast paced environment, and meet deadlines.

· Experience with remote support tools and technologies and managing an ITIL compliance ticketing system for on-site and remote users.

· Ability to install, configure, test, and maintain user and network hardware including deploying and maintaining peripheral devices.

· Skilled with diagnosing and resolving complex technical issues.

· Excellent written and verbal communication skills.

· The ability to approach support with a bias towards mentorship and patience.

· Requires a valid CA Driver License and proof of automobile insurance.

· Strong verbal and written communication skills to interact with both technical and non-technical staff.

· Able to manage multiple priorities and meet deadlines.

· Competent in interpreting data, generating reports and making data-driven decisions.

· Proactive approach to identifying opportunities for improvement and driving positive change.

· Familiarity with data analysis and reporting tools.

· Knowledge of cybersecurity best practices.

· Experience in customer relationship management (CRM) systems.

· Understanding of remote support tools and technologies.

· Advanced troubleshooting skills in specialized software or hardware.

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