Job Description

Job Description

Job Description

Salary:

Job Description: Helpdesk Specialist

Position Overview

ESI is seeking a knowledgeable and customer-focused Helpdesk Specialist to provide first-line technical support to our employees and clients. The Helpdesk Specialist will be responsible for troubleshooting hardware, software, and network issues, resolving service requests in a timely manner, and ensuring users receive effective solutions with a high level of customer service.

Key Responsibilities

• Review current ROW IT systems, such as network, software, and hardware features, for any errors or issues.
• Provides technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions.
• Collaborate with the ROW Technical Committee to determine which system requirements are necessary to remain efficient.
• Assist in developing new ROW IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.
• Create analysis reports that represent the cost-benefit of any proposed upgrades.
• Assist the ROW IT team in implementing any new system that has been developed and is ready for deployment.
• Test and troubleshoot any recently implemented plans to ensure efficient operations.
• Maintains various records and/or documentation.
• Develop Instruction Manuals. Train ROW employees on how to use the new systems through training programs and documents.
• Gather and analyze system requirements and design and document systems.
• Facilitate communication between stakeholders. and ensure system quality and performance.
• Manage system implementation and integration

Qualifications

• Education: Associate OR Bachelors degree in Information Technology, Computer Science, or related field OR 4 Years of equivalent work experience).
• 5+ years providing end-user, Tier 12 help desk, and technical support
• 5 Years of Highview Imaging/ROW 2.0 REQUIRED
• - CompTIA A+ or ITIL Foundation
  - Microsoft Modern Desktop Administrator
• - Microsoft 365 Suite
  - Remote troubleshooting
  - Ticketing tools (e.g., ServiceNow, Remedy)
  - Printer/scanner support
  - User training

• Technical Skills:
  • Proficiency with Windows and/or macOS operating systems.
  • Knowledge of Microsoft 365, Active Directory, and common business applications.
  • Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Soft Skills:
  • Strong communication and interpersonal skills.
  • Ability to remain calm under pressure and explain solutions clearly to non-technical users.
  • Strong problem-solving and time-management abilities.

Preferred Qualifications

• CompTIA A+, Network+, Security+ and Microsoft certifications.
• Experience supporting remote and hybrid work environments.
• Knowledge of ITIL service management principles.
• Microsoft Modern Desktop Administrator.

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