Job Summary:

Acts as a liaison between the IT team and various users, as well as internal and external resources and vendors, providing information, training, scheduling, and basic technical support, as appropriate. This position also tracks IT inventory, assists with cellular and multi-function devices, and handles other administrative duties. This non-exempt position will work with direction supervision.

Essential Functions:

· Answer the Help Desk Phone and enter calls into the IT Help Desk support application. · Provide initial, basic troubleshooting for logins and basic network access, including resetting network passwords. · Route service calls to other IT resources for service; manage scheduling with external resources. · Place follow-up calls to customers for closed incidents to verify the incident was corrected and/or handled correctly · Perform PO receiving and inventory maintenance functions. · Maintain IT inventory in an accurate and timely manner. · Perform cellular device swaps and assist with configuration, access, and other mobile device issues. · Coordinate activities with other offices/departments with video conferencing needs such as Teams, Zoom etc. · Perform clerical and administrative tasks, such as note taking, transcription, translation, finalization and production of documents, filing, faxing, drafting routine documents, and telephone work. · Monitor Helpdesk ticketing system to ensure tickets are routed to proper IT staff. · Check, review, and act on Helpdesk emails and voice mails. · Explain basic functionality of computers with new staff, e.g., logging in, accessing email, various business applications, printing, file storage, etc.   Exercise proper care and maintenance of company equipment. · Perform additional assignments per supervisor's direction.

Knowledge and Abilities:

· Intermediate working knowledge of Microsoft Operating Systems. · Basic conceptual knowledge of voice and data technologies. · Capable of communicating with employees and vendors who have widely differing levels of technical experience. · Basic knowledge of PC equipment. · Excellent time management and task prioritization skills

Qualifications:

· Proficient with Microsoft 365 including Teams, Excel, Word, and Outlook · Excellent written and verbal skills · Able to work independently · Very organized and detail oriented · Self-starter · Able to multi-task and switch from one priority to another quickly and efficiently · A dependable team player with business maturity, enthusiasm, and a positive attitude

Education:

High school diploma or equivalent required.

Experience:

Three (3) years of clerical experience required. Previous Help Desk experience a definite plus.

Physical Requirements:

· Frequently(33%-67%) required to sit for sustained periods of time. · Frequently(33%-67%) required to talk and hear in conversations with others. · Frequently(33%-67%) required to perform use basic office equipment such as phones, computer, file cabinets, copier, etc. · Frequently(33%-67%) required to bend, stoop, kneel to file. · Frequently(33%-67%) required use fingers/hands to type and file and perform other administrative duties. · Occasionally(0-33%) lift and/or transport items weighing less than 25 pounds from one location to another. · Frequently(33%-67%) required to see and read PC screens, read normal type size print.

This is a safety sensitive position