Help Desk Support

3 weeks ago

Phoenix, United States Mesa Air Full time
Job Description

Summary

  • Build, set up, and install computer hardware according to Mesa Air policies, procedures, and standards
  • Answer requests from system users; provide information and 1st level troubleshooting; escalate problems as appropriate, and maintain accurate help desk records
  • Train personnel in the proper and secure use of Mesa Air information systems
  • Create accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job function
  • Create and maintain listings of all computer assets, as required by Mesa Air policy.
  • Create and manage telephone user accounts
  • Execute system maintenance programs, scripts, and reports according to the operations schedule
Requirements

Responsibilities
  • Assist in building, installing, and repairing desktop workstations according to company policies, standards, and specifications
  • Install, modify, and repair computer software
  • Maintain accurate inventory records in asset tracking system
  • Observe operation of computer hardware to identify malfunction(s)
  • Perform tests to identify root cause of malfunction(s)
  • Maintain accurate documentation through help desk software
  • Communicate with users about work completion and results
  • Act as a front-line interface to users
  • Provide information, materials, and/or live training to end users of Mesa Air core applications and technologies
  • Create/Maintain/Delete User identifications and profiles for Company used systems as directed by the owner of the information
  • Keep record of all hardware, software
  • Add or change telephone user accounts
  • Evaluate and/or recommend purchases, requesting and submitting quotes and requisitioning computer hardware and software
  • As instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedules
Reporting
  • This position reports to the Director of IT
Qualifications

Skills
  • Ability to follow company procedure accurately and completely
  • Ability to accurately complete purchasing paperwork and keep good records
  • Ability to perform basic computer hardware installations, per the standards set for hardware configuration
  • Ability to follow vendor issued instructions for set up of additional software needs
  • Ability to observe computer hardware in action and/or perform tests to determine problems
  • Ability to correctly separate symptoms from root cause and design effective repair
  • Good inter-personal communication skills, both written and oral
  • Ability to produce training materials complete with detailed explanations, tips and techniques, screen shots, etc.
  • Ability to manage a regular flow of small tasks quickly and efficiently
  • Ability to keep accurate records of transactions
  • Ability to examine events and determine the necessary remediation to get/keep systems online and secure
  • Ability to work in a team environment with minimal supervision
  • Detail oriented and able to keep accurate records of company computer assets
Knowledge
  • Knowledge of the architecture of Windows desktop computers
  • Knowledge of Windows Active Directory and other Windows security solutions
  • Knowledge of the printers, desktops, laptops, mobile devices, and other common hardware
  • Knowledge of standard hardware configurations
  • Knowledge of Microsoft Office Suite
  • Understanding of standard security policies and procedures
  • Knowledge of standard corporate purchasing policies and procedures
Experiences
  • Two-year degree in a computer-related field
  • Experience dealing with hardware equipment and service vendors.
  • Experience troubleshooting the operation of desktop computers and peripherals and documenting the problems.
  • Previous experience in customer support
  • Experience with the Help Desk Software and Support in a 24/7 computing environment requiring 100% uptime
  • Experience in a purchasing, receiving, or inventory position related to IT
  • Experience in a computer operations department

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