IT Help Desk Associate

The IT Help Desk Associate will work closely with the IT Director to identify, research, and resolve technical problems for end users. This position will respond to end-user requests submitted to the department and document, track, and monitor the problem in our ticketing system to ensure timely resolution.

This position will also assist with new computer and other hardware setup and repairs and may assist with other technology projects as deemed necessary.

Essential Job Duties

• Provide technical support to end users and troubleshoot hardware/software issues
• Provide support for all computer and office equipment including local printers/copiers, mobile devices, and other peripheral devices
• Receive, process, and track all reported issues in the ticketing system
• Escalate reported issues to the IT Director as needed
• Coordinate with outside IT vendors as needed for additional support
• Handle the setup of new computers and mobile devices including installing required applications
• Assist with computer repairs
• Assist the IT department with projects and tasks as needed
• All other duties as assigned

Requirements

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork
• Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program
• 1+ years of experience in Information Technology
• Technical knowledge of the Windows operating system
• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Ability to conduct research into IT issues and products as required
• Knowledgeable about various types of office equipment
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Some lifting and transporting moderately heavy objects, such as computers and peripherals
• College Degree preferred; equivalent experience may be exchanged for formal education

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business needs, job requirements, individual qualifications, and merit.