Information Technology Help Desk Support

3 weeks ago


Hamilton, United States Softworld, a Kelly Company Full time

IT Helpdesk Specialist

100% Onsite in West Chester, OH

4 month contract with potential for extension or permanent hire


Summary:

The IT Help Desk Specialist is responsible for first-level problem determination, ticket management, and resolving technical issues for end-users. The role includes providing support across Windows, macOS, and iOS devices, along with software and hardware troubleshooting in a manufacturing environment. The position requires strong diagnostic skills, attention to detail, and the ability to work in an industrial setting.


Responsibilities:

  • Troubleshooting & Support: Resolve end-user technical problems related to Windows, macOS, iOS devices, and associated software/hardware, including devices connected to manufacturing equipment.
  • Ticket Management: Accurately log and resolve 60-80 tickets per month, with most issues resolved within a day.
  • Communication: Provide clear and concise problem information to internal and external service personnel.
  • Documentation: Maintain and update Help Desk documentation, records, and procedures, ensuring accuracy and relevance.
  • Training: Identify and recommend training opportunities for the Help Desk team to enhance service quality.
  • Problem Escalation: Escalate complex issues as necessary while maintaining responsibility for problem resolution.


Required Skills:

  • Diagnostic Skills: Strong ability to diagnose and troubleshoot end-user computing issues.
  • Platform Experience: Proficiency in troubleshooting Windows, macOS, and iOS platforms.
  • Manufacturing Environment: Comfortable working in a manufacturing setting, including wearing steel toe shoes and safety glasses.


Desired Skills:

  • Gsuite Experience: Prior experience with Gsuite or equivalent (Office 365).
  • Documentation: Ability to create and maintain detailed and accurate documentation.


Qualifications:

  • Experience: 1-3 years of IT Help Desk experience.
  • Certifications: A+ or Net+ Certification preferred, or demonstrated progress towards certification.
  • Communication: Demonstrated ability to communicate effectively in person and by phone.
  • Initiative: Ability to manage multiple priorities and complete projects independently.


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