Helpdesk Specialist

Deland, Florida

Post Date: 01/31/2017 Job ID: 21384 Industry: Other Area(s)

Responsibilities include, but are not limited to:
  • Serve as a responsible member of the Tech Support office by supporting internal users
  • Maintain timely and accurate help desk records to end user training needs, identify patterns, and systemic problems
  • Responsible for all phases of managing desktops and laptops such as, but not limited to, the creation of an image, deployment, and ongoing maintenance using an array of tools such as an MDM solution
  • Organize the annual refresh cycle (clean-up, upgrade, roll-out)
  • Document internal and end-user procedures
  • Report to the CIO and Director of Network Technology from a support and infrastructure perspective as to the progress and needs of the programs
  • Use the help desk system to update the status and histories of assigned tickets in a timely manner and prepare daily, weekly and monthly reports as required
  • Perform a wide variety of tasks and change focus quickly as demands change
  • Recommend methods and solutions for higher quality and efficiency
  • With other members of the IT Department, prioritize and manage many open cases at one time
  • Maintain excellent communications with members of the technology department and all client/end users
  • .

Experience and Training:
  • Experience providing desktop technical support to end users in an academic and/or business environment
  • MCP or MCTS, A+ certification favored, but not required
  • Experience with Microsoft SCCM/WSUS, WDS and SCCM 2012, Windows Deployment Services
  • Knowledge of Windows 7 Operating System and the OSX Operating Systems
  • Knowledge of Windows Server and VMWare environments
  • Knowledge of Active Directory, Microsoft Exchange, Group Policy
  • Experience in a school environment preferred
  • Excellent PC and Mac troubleshooting skills
  • Tenacity and a desire to solve complex problems
  • Strong skills and understanding of Microsoft Office applications
  • Solid skills and understanding of other common business and educational applications
  • Strong understanding of network topology and of network configuration at the desktop level
  • Excellent listening and communication skills
  • Excellent web research skills
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