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Helpdesk Support Specialist III

4 months ago

Custer, Michigan, United States Penn Color Full time

**Who We Need**

We are seeking a **Helpdesk Support Specialist III**. We need your extensive experience with desktop hardware, software applications, operating systems and network connectivity. You must be customer service oriented and proactive in anticipating and resolving problems while applying technical knowledge to assist internal users with computer problems.

Your Education will include: * 4-6 years of related experience required, including installing and supporting PC and laptop hardware and software.

Experience with inventory and client management software (Lansweeper, Dameware) preferred.

Experience with VOIP and windows server technologies desired.

Ability to foster teamwork and re-prioritize tasks based on directives.

Customer centric focus and strong commitment to quality.

Handles complex issues and problems, and refers only the most complex issues to higher-level staff.

Possesses comprehensive knowledge of subject matter.

Ability to identify and seek needed information/research skills.

Work with other IT team members to provide software problem analysis and resolution as well as document procedures and best practices.

Take ownership and manage all helpdesk tickets and calls and route to senior engineers as necessary. Be the first point of contact for all helpdesk support staff.

Conducts research to understand, explain and resolve technology issues. Communicates updates to users that have been or may be affected by a problem. Follows up with users after problem have been resolved.

Support Windows 10 operating systems; proficient in installing and support Office /M365; install all desktop/laptop software and hardware.

Work with users to migrate data to new/rebuilt computers

Recommend upgrades to laptops and desktops based on warranty and support expiration.

Analyze and make recommendations for hardware and software standardization. Present recommendations and improvements for user systems.

Initiates onboarding procedures for new users into the system. Ensures response times are quick and effective to appropriately resolve requests. Create AD user accounts, mailboxes, phone extensions and manage access control based on company policies

Manage Helpdesk tickets and follow-up on aging tickets. Provide statistics and reports on open tickets periodically

Create and manage base OS images for desktops and laptops and keep them up-to-date using Imaging software

Manage deployment of MS security patches to all endpoints using Patch software as necessary

Coordinates referrals to technical, professional or service personnel depending on the repair, training, service or software issue for all IT equipment/software. (e.g., laptop/printer/scanner repairs/etc.)

Infrastructure administration to include performing backups and restores, enterprise antivirus support, wiring and terminations and phone support

Maintain an inventory of installed software, manage software licensing, and create policies and procedures for upgrades and day-to-day operational support

Maintain an inventory of hardware peripherals, laptops and desktops

Create, maintain and review end-user documentation and user guides.

Research and resolve complex issues with PCs, printers, network connectivity, application support, barcode scanners, smartphones and new user setups

Embrace a Continuous Improvement approach with regards to all aspects of client support

Coordinates investigations to resolve information system issues. Conducts research to understand, explain and resolve technology issues.

Communicates updates to users that have been or may be affected by a problem. Follows up with users after problems have been resolved.

Support, maintain and provide end-user training to users on A/V equipment as well as collaboration tools as needed. (e.g. Zoom, Avaya IX Workplace)

Other duties as assigned

**What WE can do for YOU

Penn Color offers many tangible and intangible benefits to our full time employees:**

**Tangible benefits include:**

*Highly competitive compensation*

*A choice between 3 outstanding medical plans (will differ in our Netherlands location)*

*401K with a strong company match (will differ in our Netherlands location)*

*PTO to balance your life*

*Additional company perks*

*Unmatched company stability*

*Long-term career opportunity*

*True open door, friendly environment*

*Ability to "own" your role*

*Company events that bring us all together*