We are seeking a dedicated and customer-focused IT HelpDesk Engineer to provide first-level technical support across our organization. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and unified communication issues to ensure uninterrupted business operations. This role requires strong problem-solving skills, effective communication, and the ability to work in a fast-paced, global environment while supporting both on-site and remote users.
The IT HelpDesk Engineer will play a critical role in system deployments, outage management, conference room and AV support, asset preservation, and collaboration with Tier 2 and Tier 3 support teams. Rotational on-call and occasional weekend support will be required to maintain high service availability.
Requirements
Job Responsibilities:
- Assist end-users in resolving computer hardware, software, and application problems with the following operating systems: Windows XP, 7, 10.
- Experience with Office Suite 2003-2016 in both installation and Support.
- Experience with Office Communicator and/or Unified Communications installation.
- Install and configure new PC systems using Symantec Ghost, including software configuration for network access and software application installation and configuration.
- Repair and troubleshoot PC related hardware, software, and network issues.
- Build software images for laptops and desktops
- Printer support works with our maintenance company and manages toner inventory.
- Unified communication, AV, and Video Conferencing support for Conference room meetings.
- Technical phone support for remote users.
- Track outages and respond to requests for clarification of outages
- Provide feedback to the employee on what steps should have been taken
- Identify problematic areas and implement strategic solutions.
- Preserve assets, information security,y and control structures
- Develop and report on metrics on performance
- Challenge existing processes and procedures.
- Assist staff in crisis outage restoral
- Analyze customer requirements
- Give specific, direct troubleshooting information to customers based on experience and judgment
- Maintain a 24-hour on-call presence on all issues
- Check the log book regarding issues, ensuring items are recorded in a timely and accurate fashion
- Act as a point of contact to the Tier 2 and Tier 3 support teams during system outages.
- Some weekend support of projects when necessary.
- Procurement of IT-related equipment.
- On-call Support Rotational.
Benefits
- Health insurance coverage for self, spouse, and kids.
- Long-term benefit plan with employer matching contributions.
- Opportunities for professional development and advancement within the organization.
