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Help Desk Specialist

1 month ago

Amherst, United States Uniland Development CO Full time
Department: Information Technology

FLSA Status: Non-Exempt

Reports to: IT Manager

Supervises: N/A

JOB SUMMARY

As a Help Desk Specialist, you will be the primary point of contact for all technical issues and inquiries within our organization. You will play a crucial role in ensuring seamless operation of our systems and providing exceptional customer service to Uniland associates. This position requires a combination of technical expertise, strong communication skills, and a dedication to problem-solving. You will be responsible for diagnosing and resolving hardware and software issues, providing timely and effective support, and contributing to the overall efficiency and effectiveness of our IT services.

ESSENTIAL FUNCTIONS
  • Provides timely and effective first-level technical support to end-users for incoming IT work requests as received and/or assigned.
  • Troubleshoots and resolves hardware, software, and network issues.
  • Guide users through step-by-step solutions, ensuring clear and effective communication.
  • Diagnoses and escalates technical issues appropriately. Collaborates with other IT associates to resolve complex problems and ensure timely resolution.
  • Maintains accurate records of technical issues, resolutions, and user interactions within the IT work request system.
  • Responds to inquiries received via email, phone, or in person and help resolve issues and answer questions as needed.
  • Monitors and follows up on pending tickets to ensure completion within established priority-level timeframes.
  • Makes suggestions to implement processes or changes to alleviate issues that continue to occur.
  • Installs, modifies, and repairs computer hardware and software.
  • Performs routine maintenance and updates on desktops, laptops, and other IT equipment.
  • Assists with the setup and deployment of new hardware and software.
  • Assists in managing IT assets including hardware inventory, software licenses, and equipment deployments.
  • Develops user guides and FAQs to assist users in resolving common problems independently.
  • Follows up with users to ensure their issues have been resolved satisfactorily.
  • Assists with new IT initiatives as requested.
OTHER DUTIES
  • Provide recommendations for improving help desk processes and user experience. Coordinates with third-party vendors for support and maintenance when necessary.
  • Participates in special projects and initiatives when requested and/or required.
  • Performs other duties as assigned.
EDUCATION & EXPERIENCE
  • Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred or equivalent work experience and technical certifications.
  • 1-2 years of experience in a technical support or help desk role.
  • Relevant certifications including CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) preferred.
  • Familiarity with operating systems (Windows, macOS, Linux), productivity software (MS Office), and troubleshooting tools.
KNOWLEDGE, SKILLS & ABILITIES
  • Strong knowledge of computer hardware, software, and peripherals.
  • Knowledge of networking concepts and troubleshooting (e.g., TCP/IP, DNS, DHCP).
  • Knowledge of configuring and troubleshooting printers, scanners, and other peripherals.
  • Familiarity with remote desktop support tools and software.
  • Strong analytical and critical thinking skills.
  • Excellent communication and interpersonal skills with a customer-centric approach.
  • Ability to install, configure, and maintain computer systems and software applications.
  • Ability to identify issues, develop solutions, and implement effective changes.
  • Analytical mindset with the ability to diagnose and resolve technical issues efficiently.
  • Ability to explain technical information to non-technical stakeholders clearly and effectively and provide empathetic support.
  • Ability to adapt to changing technology environments and regulations.
  • Ability to be flexible to handle changing priorities and new projects.
  • Ability to work collaboratively with cross-functional teams to achieve common goals.
  • Willingness to share knowledge and learn from others to enhance team effectiveness.
PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Extended periods of sitting at a desk or workstation while performing administrative tasks.
  • Regular use of computers and other office equipment, requiring manual dexterity and visual concentration.
  • Occasionally required to lift and/or move up to 25 – 50 pounds.
  • Mobility within the office environment to attend meetings, training sessions, or other events.
  • Ability to communicate effectively with associates, supervisors, and external stakeholders in person, over the phone, or via email.
  • Office-based environment with standard office equipment and ergonomic furniture.
  • Exposure to typical office noises such as phone calls, conversations, and office equipment operation.
  • Work will be performed in an in-office environment.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.