I.T. Helpdesk Associate (L2).

Job Description

Job Title: I.T. Helpdesk Associate (L2)
Department: Information Technology
Reports To: IT Infrastructure Manager

Job Summary – This Associate or Technician supports the desktop and end-point devices, and the end-user experience. The selected candidate will be responsible for providing quality helpdesk services to industry best-practices as part of a wider IT Helpdesk department.

Equipment covered includes (but not limited to);
Primarily: desktop PC’s, thin-clients, printers, UPS’s and related operating systems and third-party software.
Secondarily: Cash registers, weighing scales, scanners, card terminals, digital signage, IP phones, and a further variety of devices or office equipment’s, used in retail/wholesale operating environments

Job Duties (per above)
o Serves on the Frontline team contact for users seeking technical assistance relating to system issues
o Troubleshooting and remediation of Microsoft OS and related 3rd party applications
o Resolve basic network and endpoint issues (in person or remotely)
o Basic active directory and user rights access management
o Buildout new endpoints (computers, laptops, mobiles) with OS and 3rd party applications
o Cable and power management works to ensure structured cabling approach
o Inspection and remediation of IT Rooms at each site for tidiness, cleanliness, and security
o Use of email and Foster’s Help Desk to initiate, update and complete support tickets
o Collaboration with wider IT Service Team members, in the delivery of end-to-end solutions
o Actively inspect and review IT Rooms at each site for tidiness, cleanliness, and security.

Requirements
• Minimum 2 years’ experience working in general Information Technology helpdesk environment
• Microsoft certification (MCP/MCT), CompTIA A+ or Network+
• Preferred: Already working towards Microsoft (MSCE) or other top tier certification
• Good working knowledge of Microsoft Operating Systems and general PC components and accessories
• Ability to read, comprehend, write, and speak English.
• Ability to follow instructions and also to work independently and be self-motivated.
• Exhibit attention to detail and commitment and positive interpersonal skills.
• Able to work varied hours/days as the needs dictate including overnight and weekends.
• Ability to timely multitask while working in a fast-paced environment.
• Must have reliable vehicle transportation as the work will require island-wide travel
• Interest and willingness to learn and grow within the department.
• Willing to work weekends and or be part of an ‘on-call’ rotation