The Help Desk Support Engineer’s role is to ensure proper computer, telephony and collaborative operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, or remote assistance. The Help Desk Support Engineer plays an active role in continuously improving services by developing automation to reduce manual effort and errors.
Includes, but is not limited to, the following:
-
Field incoming help requests from end users via both telephone, e-mail and ticketing portal in a courteous manner.
-
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
-
Build rapport and elicit problem details from help desk customers.
-
Prioritize and schedule problems. Escalate problems (when required) to the appropriate team member.
-
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
-
Apply diagnostic utilities to aid in troubleshooting.
-
Access software updates, drivers, knowledge bases, other support agreements, and frequently asked question resources on the Internet to aid in problem resolution.
-
Identify and learn appropriate software and hardware used and supported by the organization.
-
Ensure documented security practices and requirements are met.
-
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, configuring applications and reformatting hardware.
-
Deployment and management of Company devices and services to the end user.
-
On-boarding and separation management of Company, Client and Partner accounts in a secure and documented manner.
-
Rights management for applications and users with proper escalation (when required).
-
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
-
Test fixes to ensure problem has been adequately resolved.
-
Perform post-resolution follow-ups to help requests.
-
Develop help sheets and frequently asked questions lists for end users.
-
Maintaining and auditing the technological asset inventory.
Accountability Standards for all Department Staff:
As part of the Information Technology Department, each staff member is responsible for contributing to achievement of the department’s mission, vision and goals; conducting oneself in accordance with the department’s Key Performance Expectations; participating in team activities and assignments; and assisting any member of the department when the need arises or is observed, including in the absence of another.
-
Ensure that assigned projects and activities adhere to accepted professional standards.
-
Coordinate work efforts with other appropriate groups, staff, vendors, supervisors, and managers.
-
Conduct basic research, assemble data and information, prepare reports, and complete surveys.
-
Perform or assist in the performance of any task required of any member of the department when necessary, due to workload, absences, deadlines, etc.
-
Ensure that the Company is in compliance with the legal, regulatory, contractual, collectively bargained, and procedural requirements related to assigned operations.
-
Create, document and communicate user-friendly, efficient policies and procedures for assigned areas of responsibility.
-
Give presentations to employees and supervisors.
-
Prepare reports and studies; maintain data, files, etc. needed to document and defend the actions of the Company related to assigned areas of responsibility; create and maintain organized libraries of information, reference materials, policies and procedures for department operations to minimize the transition time required of a new or replacement employee.
-
Generate support for the department by providing high quality customer service. Communicate and provide accurate and timely information and service to the various customers served by and groups who interact with the department to meet customer needs and create a positive impression of the Company’s Information Technology department. Promptly resolve questions and problems related to assigned areas raised by either employees or customers.
-
Identify the need for changes in policies and procedures and take initiative to implement within assigned area of responsibility or make recommendations for change to responsible party.
-
Serve as an advocate for and representative of the Company’s interests and position. Represent, explain, and advocate the Company’s position when interacting with others.
-
Maintains the confidentiality of sensitive information utilized or viewed inadvertently while performing work. Sensitive/confidential information includes, but is not limited to marketing and pricing plans; discussions and information related to the potential sale or purchase of physical assets or operating and business entities; bids and related purchasing or financial information prior to award of the bid or proposal; information of a personal nature contained in employee files such as medical information; information protected by the lawyer/client relationship; and confidential labor relations matters and strategies.
-
Consistent and timely attendance.
Required Qualifications
-
Possession of a High School diploma.
-
Directly related experience (may be earned concurrently) in the following areas:
-
One year’s experience with computer-related configuration and maintenance.
-
One year’s experience with Office 365.
-
One year’s experience with Windows Server and Active Directory.
-
Demonstrated positive communication and teamwork skills. Can multitask and prioritize.
-
Strong initiative and the ability to work successfully in an environment with minimal direction.
-
Demonstrated work history of providing high quality, strong customer-oriented services including:
-
problem solving orientation
-
strong listening skills
-
history of coordinated work effort with extensive follow-through and follow-up
-
experience identifying customer needs
-
effective communication and people skills.
Ability and interest to function effectively as a team player.
Preferred Qualifications
-
Experience in supporting and deploying assets using a Mobile Device Management (MDM) platform.
-
Experience in supporting cloud-based accounts via Azure Active Directory (now Entra).
-
Experience in supporting and using anti-virus platforms.
-
Experience in supporting 3CX or PBX systems.
-
Experience with PowerShell, Python, or other automation scripting languages.
-
Demonstrated ability to identify and resolve difficult network and system related problems using troubleshooting and decision making.
-
Excellent written and verbal communications skills.
-
Experience using Copilot, ChatGPT, or Grok AI to help analyze and solve issues
Unique Aspects of Job:
Possible off-hours configuration and installation of servers, network devices, security appliances, and related components.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
With or without accommodation, the employee in this position needs to move about and position him/herself to access files and operate office machinery. The employee must be able to work at a desk for long periods of time and operate a computer workstation and telephone. Due to the managerial/customer service aspect of this position, it is necessary to communicate both in person and over the telephone with a variety of people each day. It is also essential to occasionally transport up to fifty (50) pounds. The employee must, with or without accommodation, detect that the Company’s information systems are operating efficiently. This position works in a normal office environment but is occasionally exposed to moving parts and loud noise from technological devices and systems.
The minimum reasoning skills necessary for this position include the ability to solve practical problems and deal with a variety of concrete variables in situations where standardization does not exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The minimum language skills necessary for this position include the ability to read and interpret documents such as technical procedure manuals
Occasional travel is required for workshops, seminars, training, presentations, consulting and/or advising, and visiting branch and extensions sites.
52 Weeks, 40 hours per week, Monday through Friday.
Will be required to work a variable schedule/varying hour to meet operational needs. Work hours will be determined by the Manager of Information Technology or Helpdesk Support Supervisor. Occasional travel is required for workshops, seminars, training, presentations, consulting and/or advising, and visiting branch and extensions sites.
