Help Desk Support Specialist
1 month ago
The Help Desk Support Specialist is a customer service professional responsible for front-line IT support for both onsite and remote personnel at Mevion Medical Systems. This person must be able to respond to, diagnose, and resolve basic computer and application issues in a professional and efficient manner for a diverse audience ranging from highly skilled technicians to professional engineers to business and finance teams. This person is highly motivated in a culture of continuous improvement, always looking for ways to share knowledge and create efficiency in daily tasks.
Essential Functions:
- Responds to end-user requests for technical assistance by phone, email, or ticketing system.
- Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
- Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
- Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
- A desire to work with all IT function areas including desktops, networks, and servers.
- Microsoft 365 Administration
- Microsoft Active Directory / Entra ID
- Atlassian Suite
- Salesforce
- At least 2-5 years' applicable experience.
- A customer focused mindset and an innate ability to respond to customer expectations and requirements is essential.
- Must be able to sit/stand for long periods of time.
- Required use of standard office equipment including laptop, phone, copier, etc.
- Typical office environment.
- Must be able to walk through the factory environment safely.
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