Helpdesk Services Specialist

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    "requisitionDescription": "<div><div><div><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;' data-pasted=\"true\"><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:#414141;'>*Applicants MUST submit a cover letter with resume to be considered.</span></strong></p><p style='margin-right:4.5pt;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;margin-top:0in;margin-bottom:0in;text-align:justify;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:#414141;'>*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.</span></strong></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:#414141;'>*<strong><span style='font-family:\"Calibri\",sans-serif;'>Minorities, women, and </span></strong><em><strong><span style='font-family:\"Calibri\",sans-serif;'>individuals with disabilities</span></strong></em><strong><span style='font-family:\"Calibri\",sans-serif;'> are </span></strong><em><strong><span style='font-family:\"Calibri\",sans-serif;'>encouraged to apply</span></strong></em><strong><span style='font-family:\"Calibri\",sans-serif;'>. Please contact Human Resources if you require an accommodation.</span></strong></span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><br></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><u><span style='font-family:\"Calibri\",sans-serif;color:#31849B;'>BASIC FUNCTION:</span></u></strong></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><span style='font-family:\"Calibri\",sans-serif;'>Provide end-user support services to staff members and assist in maintaining the day-to-day technology operations at ESD. This role requires a team player who can identify, troubleshoot and resolve computer and software related issues in a timely and courteous manner. Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels of the organization.</span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><br></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><u><span style='font-family:\"Calibri\",sans-serif;color:#31849B;'>WORK PERFORMED:</span></u></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Assist all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner.&nbsp;</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Maintain advanced knowledge of ESD&#39;s standardized software applications to assist in problem resolution and needs assessment.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Support end-users with remote access on desktops/laptops and mobile devices across platforms.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Knowledgeable in VDI (Virtual Desktop Infrastructure)&nbsp;</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Assist end-users in developing working knowledge of systems running on LAN.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Prepare SOPs and user instructions as needed.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Ability to train and conduct new-user orientations on both hardware and software as requested.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Point person for all mobile and wireless devices including set-up, deployment, and user support.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>User support and setup of Click Share/laptops for Zoom/Webex webinars and conferences.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Collaborate with LAN technicians/network administrators to ensure efficient operation of the company&rsquo;s desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Perform tasks and functions as required by supervisor.&nbsp;</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Utilize strong analytical and active listening skills to manage a high-volume, multitask-driven workload while effectively collaborating with end users at all levels of the organization.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Occasional travel to the various ESD offices may be required.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:     \"Calibri\",sans-serif;'>Assist with IT Disaster Recovery efforts, testing and documentation as needed.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-family:\"Calibri\",sans-serif;'>Perform other IT related duties as directed by IT Managem</span><span style='font-family:\"Calibri\",sans-serif;'>ent.</span></li></ul><p style='margin-right:0in;margin-left:.25in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><br></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><u><span style='font-family:\"Calibri\",sans-serif;color:#31849B;'>MINIMUM REQUIREMENTS:</span></u></strong></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Education Level required</span></strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>: Associate degree in an IT related discipline with minimum of 2 years&rsquo; experience in related field; Or a HS Diploma with a minimum of 3 years&rsquo; experience; Or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. MCSE Desktop Infrastructure &amp; Windows 11 Certification; and CompTIA A+ &amp; Network Certifications are helpful.</span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Relevant Experience required</span></strong><span style='font-family:\"Times New Roman\" !msorm;font-weight:normal !msorm;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>:&nbsp;</span></strong></span><span style=\"font-weight:bold !msorm;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Minimum&nbsp;</span></span><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>3 years<span style=\"font-weight:bold !msorm;\">&nbsp;customer service experience, including&nbsp;</span>troubleshooting and resolving user-facing hardware and software-related issues in a dynamic business environment</span><span style=\"font-weight:bold !msorm;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>.&nbsp;</span></span></p><div style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin:0in;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;'>Strong verbal and written communication; excellent analytical and problem-solving skills;&nbsp;</span></li></ul></div><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Proven experience in an IT user support role, with a demonstrated record of effectively troubleshooting and resolving user-facing hardware and software related issues in a dynamic business environment.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Knowledge of IT support systems, network infrastructure, computing peripherals, and basic security principles, with hands-on experience in deploying end-user computer related equipment.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Outstanding communication, and interpersonal skills, with the capacity to engage with diverse stakeholders at various organizational levels.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Analytical mindset with problem-solving capabilities and attention to detail.</span></li><li style=\"margin:0in;font-size:16px;font-family: initial;text-align:justify;\"><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.</span></li></ul><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Times New Roman\",serif;margin:0in;text-align:justify;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>Knowledge required</span></strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;'>: Knowledgeable in Active Directory and O365; MS Windows 11; Mac OS; iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications and firmware; Web-based video conferencing tools; VDI support; Familiarity with all ESD supported applications. Strong interpersonal and organizational skills.</span></p></div></div></div>\n",
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