Help Desk Support Specialist
Come, Innovate, Build, Disrupt & Thrive!
Position Overview
KēSTA I.T. is seeking a Help Desk Support Specialist to join the IT Infrastructure Team of an agency. The person in this position provides Tier I support and Tier II support for issues that go beyond a user's own subject matter expertise, both remotely and at the user's desk.
The specialist supports state employees and internal clients across a Microsoft-based environment that includes Windows desktops, Office 365, Active Directory, and related infrastructure. Day to day, the work covers incident, problem, and request tickets, desktop imaging, printer support, and inventory, with clear documentation of each resolution.
The role reports to the IT Client Services Manager and works under supervision. The client is looking for a self-motivated, service-oriented professional with strong problem-solving and communication skills who can build proficiency across all areas of the support function. Success looks like timely resolutions, documented procedures, and reliable support for end users.
Key Responsibilities
• Provide online and desk side help desk services to identify and resolve IT operational issues for all users
• Assist clients with Tier I issues and provide Tier II support for issues beyond the user's subject matter expertise
• Support end users, including IT incident, problem, and request tickets, for end user systems such as business and custom applications and devices
• Document service procedures for all resolutions
• Install, configure, and support workstations and agency IT systems in an environment that includes Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, and business and custom applications
• Perform printer installations and toner replacement, and administer print servers
• Manage desktop imaging and support inventory management
• Analyze client information to determine the nature and extent of their requirements and concerns
• Communicate with state employees and internal clients to deliver information and services that meet their expectations
• Provide ongoing operational and user assistance for application problems, including on-call application support
• Serve as a liaison between clients and technical staff on business process automation, as needed
• Respond to inquiries from external clients about the unit's program area
• Prepare KPI reports and documentation on system and application operations using Microsoft Office (Word, Excel, or PowerPoint)
• Perform clerical duties in support of the unit as needed
Required Qualifications
• High school diploma or GED and 2-3 years of experience handling client questions, complaints, and/or providing information; the client also lists alternative qualifying paths: a vocational/technical degree in computer applications, computer technology, or a closely related area plus one year of software or hardware customer support experience, or two years of experience at the lower-level Help Desk Support Specialist 2 or equivalent position
• 2 years of Desktop Support experience with Windows 7/10, Office 365, and Adobe Professional
• 2 years of Active Directory experience
• 2 years of printer support experience, including toner replacement and print server administration
• 2 years of Desktop Imaging Management experience
• 2 years of Inventory Management and Support experience
• 2 years of customer service experience, including personable desk side engagement and strong customer support interaction
• Excellent interpersonal, oral, and written communication skills
• Excellent problem-solving skills
• Technical competence with systems management, development and implementation methods, and infrastructure
• Experience installing and supporting one or more recent Microsoft enterprise-level products (such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, or SharePoint 2010 or newer)
Preferred Qualifications
• 2 years of SharePoint Support experience
• 2 years of ServiceNow incident reporting experience
• Experience imaging Dell machines running Windows 10
• Bachelor's degree from an accredited college or university in a computer-related field such as Computer Information Systems or Computer Science
• Experience working in an ITIL Service Management organization
• CCNA (Cisco Certified Network Associate)
Available Benefits
• Medical Benefits (Platinum level plans available)
• Work from home / Hybrid / Onsite options
• PTO
• Holiday Pay
• VTO
• 401K
• Charitable Match
• Training reimbursement
About KēSTA I.T.
Our name says it all; KēSTA I.T. (Keys-to-I.T.) AND our people are our keys to our success!
KēSTA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.
If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!
Where do you want to go? We've got the keys! ~ KēSTA I.T.