Help Desk

Help Desk

18 May 2021
Florida, Bocaraton, 33427 Bocaraton USA

Help Desk

Job Description

Job Description
This Help Desk role will be responsible for responding to all support requests from the user. This includes employees located in the office/travelling staff, and freelancers. Support topics include, but are not limited to: personal computer hardware, approved software applications and suites, remote access technologies, client email applications, portable devices, and A/V gear where there is an interaction with other IT gear. Candidates should have knowledge of computer logic and IT industry-standard methods in order to support all systems (Windows, MacOS). Responsibilities include on-premises and cloud-based infrastructure, as well providing IT support to all employees.

Responsibilities/Duties
Support day-to-day operations of the office by assisting the user community with software and hardware issues

Configuration and administration of Microsoft Office 365 applications including Outlook/Excel/Word/Teams/Planner.

Diagnose hardware and software problems through communication with the user community and using IT standards of troubleshooting and research
Installation, configuration and on-going maintenance of user computer systems, specifically MacOS and Windows
Keep an accurate record of incident reports and solutions in the Help Desk ticketing system
Document standard operating procedures for all repetitive tasks such as laptop imaging and printer setup
Interact with hardware manufacturers for warranty repair as applicable
Set up/schedule/maintain telephony, conference room resources, and other gear
Maintain accurate equipment inventory and rental records
Prepare and pack gear for events, checking out and returning gear properly in the equipment rental application
Post-COVID, there is potential for travel up to 15% of the time, as needed, within the US as part of crew to setup, support IT gear

Qualifications
University education in IT operations, or 3-5 years' experience of Help/User Support experience
Basic understanding of LAN/Networking/Printing/Scanning/File sharing
In-depth knowledge of Apple/MacOS and Windows environments
In-depth knowledge of hardware troubleshooting procedures
Office application skills (MS Office 365, Adobe CC suite)
Strong communication/documentation skills
Ability to work with others to coordinate work assignments
Ability to lift and/or move heavy equipment.

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