Help Desk Support Specialist

Job Summary
Under the direction of the Senior Director of Information Technology, the Help Desk Support Specialist will perform a diverse range of complex tasks to evaluate, maintain, and enhance the agency’s information technology systems. The role involves inventory management and providing exceptional help desk support in a fast-paced environment. The ideal candidate is an ambitious, quick learner with strong technical and interpersonal skills, capable of handling multifaceted IT responsibilities. 

Qualifications and Skills

Required

• Interpersonal and Communication Skills: Exceptional verbal and written communication, with strong organizational and planning abilities. Must thrive in a fast-paced environment and excel at multitasking.

• Technical Proficiency: Advanced knowledge of Microsoft Office Suite, Windows Operating Systems, and basic familiarity with Windows Server.

• Travel Requirements: Occasional travel may be required. Must possess a valid New York State Driver’s License and access to a vehicle.

• VoIP and Networking: Basic knowledge of VoIP systems and network fundamentals is an advantage.

Preferred

• Education: Associate’s degree in computer science or equivalent field experience.

• Certifications: Microsoft Certifications are highly desirable.

• Networking Skills: Basic troubleshooting knowledge of DNS, VPN, and NAT.

• Enterprise Networking: Familiarity with enterprise networking equipment.

• Security Technologies: Understanding of firewalls and VPN technologies.

Responsibilities

• Help Desk Operations: Answer, log, and resolve incoming help desk inquiries via phone, email, or in person, providing timely technical assistance.

• Inventory Management: Maintain and update the IT inventory database and IT Excel Database; conduct physical hardware inventories.

• System Support: Assist the IT Director with cloud email system management, system updates, upgrades, and patch deployments.

• Training and Documentation: Research, develop, and update training documentation and handouts; conduct end-user training in small group settings.

• IT Projects: Contribute to various IT projects as assigned by the IT Director.

• Issue Resolution: Diagnose and resolve hardware and software issues, utilize available resources to research solutions and advise users on appropriate actions.

• Database Administration: Manage IT database for inventory, Wi-Fi passwords, and end-user credentials.

• Issue Reporting: Identify and escalate major issues to the IT Director for resolution.

• Help Desk Software: Track, route, and document problem resolutions using help desk software.

• Reporting: Prepare activity reports using Google Reports and generate firewall reports.

• System Knowledge: Stay informed about system updates, changes, and new technologies.

• VoIP Support: Assist the IT Director with VoIP system management, including end-user phone configurations.

• Billing Review: Review monthly IT-related billing breakdowns.

• Data Archiving: Remove old staff accounts and archive data in accordance with agency policies.

Physical Demands/Work Environment

Work conditions may include exposure to inclement weather and noise. Position may require exposure to electronic equipment including computers, printers, fax, and copy machines and cleaning equipment. If position requires use of a motor vehicle, driving on city streets and/or highways, exposure to inclement weather and traffic. Employees are to take all precautions and follow all laws while in these environments. This job requires consistent punctuality and attendance at the job site.

Equal Employment Opportunity (EEO) Statement

[Agency Name] is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.