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IT Help Desk Representative

4 months ago

Cocoa, United States Precision Mechanical, Inc. Full time

**Principle Responsibilities**:
This position will collaborate with the Information Systems (IS) staff to provide technical assistance to clients who require support using customer hardware and software in accordance with the formal and organizational process components of information systems.

This position will treat and respond to end-users as with a customer service orientation and will report activity to IS Manager, Engineering Manager and CFO.

**Standard Duties**:

- Diagnose and resolve system incidents, problems, and events reported by customers.
- Troubleshoot system hardware and software and generate reports as required.
- Install and configure hardware, software, and peripheral equipment in accordance with business requirements for new and current system operators.
- Contribute to new employee on-boarding or employee transfers and initiate orders for new equipment.
- In conjunction with HR, aid in continued maintenance of inventory for issued IT equipment.
- Administer accounts, network access and rights, to approved equipment and systems.
- Diligently monitor and report client-level computer system performance and user trends.
- Log, coordinate, prioritize and schedule support requests alongside department resources and regular activities.
- Demonstrate access to network and other technological peripherals (i.e. shared scanners and printers) for new and current system operators.
- Collaborate internally with HR and Network Operations departments, as well as externally with vendors (i.e. internet service providers, telephone service providers, etc.)
- Keep logs of user issues and track completion.
- Escalate incidents, problems, and events IS Manager for prioritization directives**.**

**Requirements**:

- AA degree or Vocational certificate in computer-related field with two years’ proven experience in computer network administration and maintenance.

OR
- High school diploma with three years’ proven relevant experience.

**Capabilities**:

- Customer Service Experience
- Excellent Communication Skills
- Incident and Information Management
- Information Assurance
- Infrastructure Design
- Policy and Procedure Administration
- Information System Administration, Testing and Evaluation
- Problem Resolution

**Core Knowledge**:

- Core cybersecurity principles and operation of computers and Microsoft Office.
- IT system operation, maintenance, and security needed to keep equipment functioning properly.
- Organizational security policies and industry best practices for service desk.
- Network security and computer networking methods, concepts, and protocols.
- Expertise in successfully identifying the solutions to less frequent and more complex system problems.
- Proficiency in conducting research for troubleshooting novel client-level problems.
- Proficiency in identifying degradation of system performance causes and initiating appropriate mitigation measures.
- Proficiency in configuring and validating network workstations and peripheral devices in accordance with business constraints and needs.
- Cyber threats, vulnerabilities, and specific operational impacts of cybersecurity lapses.
- Expertise in physical computer elements and operational design, including the functions of various components and peripheral devices.
- Proficiency in using the proper tools for repairing software, hardware, and peripheral system equipment.
- Ability to accurately depict incidents, problems, and events in the trouble ticketing system.
- Knowledge of best practices used for recording and querying and incidents, problems, and events that are reported.
- Remote access processes, tools, and proficiency related to customer assistance.
- Electronic devices.
- Knowledge of systems administration core concepts.

**Physical Requirements**:

- Capable of striking keys on a computer keyboard and using a computer mouse.
- Lifting up to 25 lbs.
- Viewing computer monitor displays.
- Answering phones.
- Seated for long periods of time.

Pay: $18.00 - $20.00 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Work Location: In person