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Help Desk Specialist

3 months ago

Allentown, United States IntePros Consulting Full time

IntePros is looking for a Helpdesk Specialist to join our client in Allentown, PA. This fully on-site opportunity is ideal for recent college graduates who are eager to start their careers in IT support.

Helpdesk Specialist duties and responsibilities:

·Provide direct assistance to employees and clients with all technologies supported by the IT department.

·Maintain a friendly and helpful demeanor, meeting or exceeding departmental response time goals and key performance indicators (KPIs).

·Read, maintain, and create documentation related to technology, infrastructure, and local requirements.

·Utilize designated systems to track user issues and requests, following specified procedures.

·Monitor the service desk ticket queue and address requests promptly and courteously.

·Coordinate with other IT staff members as necessary to resolve problems.

·Proactively seek assistance from colleagues to quickly resolve customer issues and improve incident resolution.

·Deliver, pick up, and/or ship equipment to repair vendors as needed, tracking these activities according to departmental guidelines.

·Notify management in writing when equipment is relocated, including details such as serial numbers, original location, and new location.

·Promptly inform departmental management of any situations that may cause substantial delays in resolving customer issues.

·Answer help desk calls and provide support for local phone systems as necessary.

·Respond promptly to voice messages left in the help desk mailbox, confirming receipt and providing an estimated resolution time when possible.

·Configure, support, and repair all desktops, monitors, printers, and RF scanners in the office and warehouse.

·Perform imaging and maintenance of hardware.

·Maintain an accurate inventory of IT equipment.

·Escalate critical business system issues that may impact business operations.

·Work with Systems Administrators to support DHCP, DNS, mail, operating systems, and production application configurations.

·Troubleshoot issues involving RF devices, including physical mobile devices, operating systems (Windows, Android, etc.), and supporting hardware such as batteries, triggers, and connectivity issues.

·Provide support for WIFI networking, including SSID management, channeling, cabling, powering, and related.

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