Help Desk Support Specialist

SUMMARY DESCRIPTION

The Help Desk Support Specialist is most concerned with end user support, which includes but is not limited to: answering requests for software / hardware assistance, triaging employee IT concerns, assisting with desktop / application related questions while giving outstanding customer support. Position requires excellent communication skills with the "heart of a teacher".

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer email messages and help tickets requesting assistance.

• Troubleshoot computer hardware and software issues.

• Tracks status of inquiries by checking with appropriate IT resource to facilitate resolution.

• Document and escalate problems, as necessary.

• Image and deploy desktop and mobile workstations.

• Train end users on computer and application usage.

• Ensure IT systems, Computers, Facility Controls, Office space is setup for new users, change access for departing employees.

• Setup, maintain, and enhance audio, video, telecom, and commercial access / control systems

• Coordinate with outside contractors for system and facility IT maintenance

• Report creation and scripting e.g. Excel Macros/VBA, MS Power BI, Crystal

• Scope, budget, and manage system upgrades

• Identify process / work flow improvements for Weatherby personnel and deploy as appropriate

• Complete system backups, restart services, execute scripts, etc. as directed by Manager

• Identify and coordinate changes for cost improvements as directed by Manager

• Create and maintain documentation for end-users.

ADDITIONAL DUTIES AND RESPONSIBILITIES

Other duties as assigned. Will periodically need to shift work hours to upgrade systems before/after normal business hours.

JOB FUNCTIONS

• Working knowledge of Windows 7, 8, and 10

• Working knowledge of Microsoft Office Suite

• Ability to assist others with complex issues in a professional manner

• Learning and initiative skills

• Strong problem analysis and solving skills

• Strong attention to detail

• Excellent interpersonal, written and verbal communication skills

• Demonstrated ability to work with contractors, outside service providers to resolve technical problems

• Demonstrated ability to self-manage and prioritize projects, initiate tasks, and see programs through to completion

• Maintain first class level of customer service ensuring all customers are treated efficiently and in an appropriate manner

EDUCATION AND EXPERIENCE:

• High school diploma or GED

• Two-year degree in Information Technology, or equivalent experience

ACCOUNTABILITIES AND MEASURES

• Meet objective goals assigned by Manger during performance coaching.

PHYSICAL REQUIREMENTS

While performing the duties of this job the employee is required to acknowledge:

• Working expectations: This is largely a sedentary role, however while performing the duties of this job the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.

• Specific vision abilities: list such as close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Light to Medium Work: The employee must occasionally lift and/or carry 20-50 pounds and push/pull up to 10-20 pounds.

AMERICANS WITH DISABILITY SPECIFICATIONS PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. This job operates in a clerical office setting, routinely uses standard office equipment including computers, telephones, photocopiers, filing cabinets and fax machines. Or while performing the duties of this job, this position will be exposed to the manufacturing/factory environment and be exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in this work environment can be loud.

EQUAL OPPORTUNITY EMPLOYER

Weatherby is committed to creating a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.